Customer Relations Specialist, DNA

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 DNA 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 2 years 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 Santa Ana, CA headquarters.

What You’ll Do:

• Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.

• Collaborates with Operations and other departments to find appropriate solutions for customer responses

• Provides accurate, valid, and complete information by using the department protocols to our customers

• Resolves queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem

• Maintains accounts by processing customer adjustments

• Continuously updates department spreadsheet of incoming orders

• Escalate unresolved issues to the appropriate lead/supervisor

Who You Are:

• You will have at least 2 years of Customer Service experience

• College degree preferred

• Proficiency with Salesforce work order management

• 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

• You will have strong problem-solving skills

• You will have excellent listening skills and an empathetic voice and manner

• Organized, detail oriented, and possess strong interpersonal skills

• Knowledgeable in Microsoft Word, Excel, and Outlook

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.

• Sitting or Standing: Ability to sit or stand for extended periods of time.     

Hourly Rate: 

The reasonable estimated hourly rate for this position is $21. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set. 

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All full-time employees are eligible for paid vacation9

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discount