Customer Relations Specialist, PSA Vault

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, WATA, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We’re looking for a Customer Relations Specialist to join our PSA Vault Customer Relations team. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world. Since its inception in 1991, PSA has certified over 40 million cards and collectibles with a cumulative declared value of over a billion dollars.

The Customer Resource Center is embedded in the operations process working cross functionally and cross collaboratively with other Operations departments. The ideal candidate will be a team player who possesses at least 1 year of strong customer service skills within a customer service environment, problem-solving skills, keen attention to detail, and excellent communication skills. 

You’ll report to the Customer Relations Supervisor and work from our PSA Vault in New Castle, DE.

What You’ll Do:

• Facilitate communication between Vault Customer Care and operational teams regarding damaged inventory items, ensuring accurate documentation and timely customer notifications

• Utilize Salesforce work order management system to coordinate resolution activities across departments

• Document inventory exceptions through digital imaging, maintaining comprehensive visual records for assessment and resolution

• Coordinate shipment logistics for items requiring reholdering, ensuring proper routing to appropriate facilities with correct handling instructions

• Monitor progress of exception resolution through established 10-day turnaround process, updating stakeholders on status

• Manage reimaging workflows for corrected items, ensuring proper replacement of digital assets in inventory management systems

• Maintain Receiving exceptions rack, implementing appropriate resolution procedures based on exception type

• Alert eBay Operations team regarding order returns, verifying condition and documenting any damage or mislabeling

• Create and route work orders for label corrections, documenting issues with supporting imagery and coordinating with NJ team for resolution

• Process damaged/cracked holder exceptions through established workflows, ensuring proper documentation and resolution routing

• Generate comprehensive exception tracking reports under customer accounts and vault house/vault exceptions categories

• Conduct periodic quality assurance reviews of Vault House Account inventory, verifying condition prior to listing

• Initiate review processes for certification discrepancies including label issues, damaged holders, and image inconsistencies

Who You Are:

• Proficiency with Salesforce work order management

• Experience with digital imaging equipment and basic image processing

• Strong attention to detail in documentation and quality control processes

• Excellent cross-functional communication skills

• Ability to follow established workflows while exercising appropriate judgment for exceptions

• Access to digital imaging equipment for exception documentation

• Salesforce system access for work order management

Physical Requirements:

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.

• Hand Use: Regular hand use for various tasks.

• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.

• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.

• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently. 

Hourly Rate: 

The reasonable estimated hourly rate for this position is $20. Actual compens