Customer Experience Analyst
ReSource Pro
Customer Care Supervisor
Collectors
full-time
Posted on:
Location Type: Hybrid
Location: Santa Ana • California, New Jersey, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $57,920 - $94,035 per year
Job Level
JuniorMid-Level
About the role
- Supervise, hire, train, and develop a team of customer care specialists, conducting regular performance reviews and fostering professional growth opportunities
- Manage and prioritize collector inquiries and escalations to ensure timely, accurate resolutions that honor the trust collectors place in us
- Monitor and analyze key performance indicators including response times, resolution rates, customer satisfaction scores, and service level achievement to drive continuous improvement
- Design and implement process improvements that enhance the quality and consistency of customer care delivery at scale
- Create and maintain support resources, documentation, and knowledge base articles that empower both collectors and team members
- Assign work, schedule staff, and oversee daily operations to ensure adequate coverage and workflow efficiency across time zones
- Serve as an escalation point for complex customer issues, providing clear guidance during periods of heightened demand
- Present regular reports on team metrics, customer feedback, and operational health to inform strategic decisions
- Lead by example and be a champion of all company policies, including safety, attendance & security
Requirements
- You have a minimum of 2 years leading or managing teams with direct supervisory responsibility, including hiring, training, performance management, and disciplinary actions
- You bring at least 2 years of full-time customer service experience in a service-based, business-to-consumer (B2C) environment, preferably in a call center or contact center setting
- You've successfully designed and implemented process improvements that resulted in measurable enhancements to customer care delivery
- You're proficient with CRM systems (Salesforce or similar) and use data-driven approaches to solve problems and make decisions
- You possess excellent verbal and written communication skills and can effectively interact with customers, team members, and senior leadership
- You're organized, can manage multiple priorities in fast-paced environments, and remain calm under pressure
- You have a customer service orientation with strong empathy for collectors and commitment to delivering exceptional experiences
- You're collaborative, process-focused, and committed to continuous improvement and change management
- You understand recurring revenue business models and the value drivers that impact customer retention and growth
- Familiarity with collectibles industries including trading cards, coins, autographs, video games, and/or Funko Pop hobbies is a plus
- Bachelor's degree in Business Administration, Communications, or related field, or equivalent combination of education and experience
Benefits
- 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 salaried employees are eligible for flexible time-off
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
team managementperformance managementprocess improvementcustomer servicedata analysisCRM systemsproblem solvingcustomer satisfaction measurementescalation managementdocumentation creation
Soft skills
leadershipcommunicationorganizationempathycollaborationcalm under pressureprioritizationstrategic thinkingadaptabilitycustomer orientation
Certifications
Bachelor's degree in Business AdministrationBachelor's degree in Communicationsrelated field degree
