Customer Care Supervisor, PSA at Collectors

Santa Ana, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

CollectiblesIndustries

Requirements

6+ years of customer service related experience, with 2+ years supervising a customer service or call center team in a service-based business
Bachelor’s or Associate’s degree or equivalent working experience highly preferred
Proven track record of implementing process improvements and standard operating procedures (SOPs) to drive consistency, increased speed and quality of customer care delivery at scale
Demonstrated success supervising a team, with both a willingness and ability to drive influence and facilitate change
Proven supervisory abilities and skilled at making forward thinking decisions to motivate, and build effective teams to maximize performance and effect organizational change
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
Experience with Salesforce or similar CRM; implementation experience is a plus
Experience attending trade shows or other events is a plus
Familiarity with collectibles and the trading card hobby is a plus

Responsibilities

Help define and implement operational and customer care representative team KPIs for delivery of excellent and timely customer support services
Ensure the PSA Customer Care Representative team is staffed to support customer service business growth
Implement and drive continuous improvement to Customer Care Representative training and onboarding
Partner with the Customer Care Manager to collaborate in designing and delivering a seamless customer experience strategy supported by data, brand insights and technology, to deliver on a customer service experience that is streamlined, optimized and personalized to the ‘collector’ experience
Be accountable for driving customer satisfaction and ensuring levels are maintained to our company service standards

Skills

Customer Service

Team Leadership

Operations Management

KPI Management

Mentorship

Data-Driven Decision Making

Customer Support

Collectors

Authenticates and grades collectibles items

About Collectors

Collectors.com specializes in the authentication and grading of valuable collectibles, including coins, sports cards, and memorabilia. The company assesses the condition and authenticity of these items, which is essential for determining their market value. Using advanced technologies like computer vision and machine learning, Collectors.com automates the grading process, enhancing both speed and accuracy. This service is crucial for individual collectors, dealers, and investors who want to ensure the quality of their items. Unlike many competitors, Collectors.com not only provides grading services but also offers a subscription model for access to valuable data insights on collectible prices and trends. The company's goal is to support the growing demand for collectible authentication while ensuring employee well-being through competitive benefits.

Santa Ana, CaliforniaHeadquarters

1986Year Founded

$100MTotal Funding

POST_IPO_DEBTCompany Stage

Data & Analytics, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Health Insurance

401(K) Company Match

Paid Vacation

Paid Holidays

Employee Discounts

Flexible Work Hours

Fun Working Environment

Risks

Rising competition from Beckett Grading Services threatens market share.

Counterfeit collectibles pose a threat to Collectors' credibility.

Economic downturns may reduce demand for Collectors' services.

Differentiation

Collectors integrates AI and machine learning for precise grading and authentication.

Partnerships with eBay and GameStop enhance Collectors' market reach and service offerings.

Collectors offers a comprehensive marketplace with grading, vaulting, and selling services.

Upsides

Increased interest in digital collectibles boosts demand for authentication services.

Fractional ownership trends create new opportunities for grading and authentication.

Growing popularity of online marketplaces expands Collectors' service reach.

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