Senior Customer Relations Lead, PSA (Frankfurt, Germany)
Collectors
Customer Service
Frankfurt, Germany
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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.
Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.
With our proven track record of success, we are excited to expand our operations to Germany. As a startup operation in this new market, we offer a unique opportunity for innovative and driven individuals to make a significant impact. Join us at the forefront of establishing the PSA brand in Europe and enjoy the benefits of working in a startup environment backed by the stability and resources of a successful US business.
Collectors ist führender Entwickler innovativer Technologien und bietet Sammlern weltweit Dienstleistungen mit zusätzlichen Nutzen. Wir bewerten, authentifizieren, lagern und verkaufen Millionen von Sammlerstücken, die Rekorde brechen. Dabei modernisieren und digitalisieren wir unsere Prozesse kontinuierlich, um Sammler bei der Ausübung ihrer Leidenschaften zu unterstützen. Wir sind stets auf der Suche nach talentierten Mitarbeitern für unser wachsendes Team.
Unser Angebot umfasst Sammelkarten, Autogramme, Comics, Münzen, Videospiele, Veranstaltungstickets und Erinnerungsstücke. Zu unseren Tochtergesellschaften gehören PSA, PCGS, Beckett, SGC und Card Ladder.
Seit unserer Gründung im Jahr 1986 haben wir Millionen von Artikeln bewertet und authentifiziert. Wir beschäftigen mehr als 3000 Mitarbeiter. Mitarbeiter in unserem Hauptsitz in Santa Ana, Kalifornien, und in unseren Büros in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Kanada, Mexiko, Deutschland und Frankreich.
Aufgrund unserer nachweislichen Erfolgsbilanz freuen wir uns, unsere Geschäftstätigkeit auf Deutschland auszuweiten. Als junges Unternehmen in diesem neuen Markt bieten wir innovativen und engagierten Menschen die einzigartige Chance, einen entscheidenden Beitrag zu leisten. Werde Teil unseres Teams und gestalte die Zukunft der Marke PSA in Europa mit. Profitiere von den Vorteilen eines dynamischen Startup-Umfelds mit der Stabilität und den Ressourcen eines erfolgreichen US-Unternehmens.
We're looking for a Senior Customer Relations Lead to assist in leading and mentoring the team in our Customer Resource Center in Frankfurt. Professional Sports Authenticator (PSA) is the largest and most trusted third-party trading card authentication and grading company in the world.
The Customer Resource Center (CRC) 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 5 years of strong customer relations skills within a customer service environment. You ideally have experience with resolving customer issues, and providing any training and assistance to the CRC team. They will ensure the turnaround times for the CRC are met within specific time frames and assist the Claims department in resolving issues over email and the phone.
You will report to the Senior Manager, PSA Customer Relations and work from our European headquarters in Frankfurt am Main.
Onsite Requirement: This role requires you to be onsite in the office 5 days per week.
What You'll Do:
Responsible for turnaround times in Customer Response Center and operationally ensuring the requests meet the turnaround time.
Assisting CRC team members with all queries
Improving the CRC responses
Creating policies and procedures for the CRC team
Corroborating with I.T. to develop efficiency features to the CRC portal
Aiding with Label Correction, Research and Damage review responses
Tracking resolutions in a timely manner throughout Operations
Assisting the Claims department with Damage Reviews and resolving issues over the phone and email
Educates customers as to rationale for company procedures and policies.
Who You are:
5+ years of Customer Service experience
Associates Degree or equivalent preferred
Ability to read and comprehend instructions, correspondence, and memos; ability to write correspondence. Fluency in written and spoken Spanish is a plus
Ability to multi-task, problem-solve, and track multiple customer issues at once;
Ability to maintain turnaround times for CRC
Familiarity with PSA standards, values, services, and procedures;
Ability to understand and relay company policies and procedures in-person and by email, phone and chat;
Clear and professional oral and written communication skills in both positive or negative situations;
Ability to diffuse conflict, maintain confidentiality, listen to others without interrupting, keep emotions under control, remain open to ideas and try new things;
Manages difficult or emotional customer situations while responding promptly to customer needs, solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Salary Range: The salary range for this position is €59,669.25 - €68,619.64. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set.
Reasons To Join Us:
The opportunity to be a part of our Germany operation and to make a meaningful impact on the successful launch of PSA in the EU
A dynamic and collaborative international team
An organization dedicated to supporting the passionate Collectors community
A competitive salary and benefits
Residents of areas outside the United States: Please see the Collectors Global Privacy Policy, located here.
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