Customer Relations Representative, PSA (Contract-To-Hire)

The Customer Relations Representative at PSA plays a crucial role in engaging with customers and addressing their inquiries. They exercise discretion in handling customer interactions, collaborate with other operational departments to find effective solutions, provide accurate and comprehensive information, and resolve customer queries by clarifying issues and determining appropriate resolutions. They maintain customer accounts by processing adjustments and continuously update records of incoming orders, ensuring that all interactions meet company standards.

To qualify for the Customer Relations Representative role at PSA, candidates should possess a high school diploma (or equivalent), with a college degree preferred. Additionally, at least 6 months of experience in a customer relations environment is necessary. Strong problem-solving skills, excellent communication, and listening abilities are essential, along with proficiency in Google Workspace systems. Familiarity with Salesforce is a plus, though not mandatory.

At PSA, we believe in fostering a supportive and collaborative work environment for our Customer Relations Representatives. We emphasize teamwork and cross-departmental collaboration, allowing representatives to work together towards common goals while gaining insights from various operational areas. Regular feedback and professional development opportunities empower our employees to grow in their roles, ensuring a positive and enriching workplace.

During the interview process for the Customer Relations Representative position at PSA, candidates can expect a combination of behavioral and situational questions designed to assess both their skills and cultural fit. Interviewers will focus on your customer service experience, problem-solving skills, and ability to handle challenging situations. It's important to prepare by showcasing your communication skills and examples of past experiences in resolving customer issues.

The reasonable estimated hourly rate for the Customer Relations Representative position at PSA is $17. However, actual compensation may vary based on factors such as location, job level, and prior experience. Candidates should be aware that roles advertised as remote eligible are not open to applicants in Colorado and may not be performed there.

Certainly! In answering this question, highlight specific examples from your previous positions where you've successfully managed customer inquiries or resolved issues. Focus on the skills you've developed, such as communication, problem-solving, and empathy towards customers. Mention how these experiences will help you provide exceptional service at PSA.

Discuss your approach to de-escalating tense situations, such as actively listening, validating the customer’s feelings, and calmly guiding them toward a resolution. Providing a specific example where you've successfully turned an unhappy customer into a satisfied one will demonstrate your practical skills in this area.

Effective communication is key in customer relations. In your response, emphasize your active listening skills, your ability to clarify and summarize information for the customer, and the importance of maintaining a positive tone throughout the interaction. You might also mention using different communication channels like email, phone, and in-person conversations to adapt to the customer's preferred style.

Share your passion for the collectibles industry, highlighting how PSA's reputation as a leader in the field resonates with your values. You can also mention your enthusiasm for providing excellent customer service and how being part of a dedicated team aligns with your career goals.

To effectively manage multiple inquiries, discuss your organizational skills, such as using tracking tools or prioritization techniques. You may want to highlight how you assess the urgency of issues and set priorities, ensuring that you provide timely responses without compromising service quality.

Express your commitment to learning about PSA’s products and services by researching the company and its offerings prior to starting, seeking training materials provided by PSA, and actively participating in any onboarding programs. Mention your willingness to ask colleagues and supervisors for insights to enhance your knowledge and provide better customer support.

Discuss the importance of collaboration with colleagues in customer relations, emphasizing that shared information, experiences, and insights lead to improved service. Illustrate how teamwork can facilitate problem-solving and how you would actively participate in supporting your team at PSA.

Share techniques you utilize, such as deep breathing, positive affirmations, or taking short breaks, to manage stress. Explain that your ability to stay calm allows you to provide better service and foster a supportive atmosphere for customers and colleagues alike.

Discuss any previous experience you have with CRM systems, especially Salesforce. If you're familiar with its features, describe how you’ve used it to track customer interactions, manage data effectively, and improve service delivery. If you haven't used Salesforce, emphasize your willingness and ability to learn quickly.

Explain how reframing challenging situations as opportunities for growth helps you maintain a positive outlook. You might describe routines that help you stay motivated, such as reflecting on successful customer interactions and the satisfaction that comes from resolving issues effectively.