Customer Relations Specialist II, PSA

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 onsite from our Santa Ana, CA office.

What You’ll Do:

• Facilitate communication between PSA 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 $21.50. 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 vacation

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

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities