Customer Relations Supervisor – Psa

Customer Relations Supervisor – Psa

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

Responsibilities

• Help define and implement operational and customer relations representative team KPIs for delivery of timely resolution to customer support services issues
• Maintain adequate staffing levels for the PSA Customer Relations Representative teams in Santa Ana, Jersey City, and Tokyo offices to effectively handle customer cases and resolve issues in a timely manner
• Implement and drive continuous improvement to Customer Relations Representative’s training and onboarding
• Partner with the Customer Relations Manager to collaborate in designing and delivering a seamless customer relations strategy supported by data, brand insights and technology, to deliver on a customer relations experience that is streamlined, optimized and personalized to the ‘collector’ experience
• Be accountable for driving customer resolution turnaround times in the Customer Request Center, and operationally ensuring the requests are maintained to our company service standard timelines
• Assisting CRC team members with all queries
• Proficient in effectively defusing escalated customer calls/ emails and swiftly resolving issues through proactive follow-up
• Improving the CRC responses
• Creating policies and standard operating procedures (SOPs) for the CRC team
• Collaborating with I.T. to develop efficiency features to the CRC portal
• Aiding with Label Correction, Research and Quality Assurance review responses
• Tracking resolutions in a timely manner throughout Operations
• Collaborate closely with operations leadership to deliver actionable data insights, quality assurance trends, and customer feedback
• Assisting the Claims department with Damage Reviews and resolving issues over the phone and email

Preferred Qualifications

• Familiarity with collectibles and the trading card hobby is a plus
• Fluency in written and spoken Spanish is a plus