Customer Experience Trainer
Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We're always on the lookout for talented people to join our growing team.
Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.
Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.
We're looking for a Customer Experience Trainer to join the Collectors team and help our team members deliver the "white-glove" service our valued collectors expect. The Collectors Customer Experience Trainer will be responsible for teaching our Concierge and Submission Center representatives in Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL and Canada. You will be responsible for creating training programs, documentation, and role expectations for the Customer Experience team.
Contribute to the growth and development of the Customer Experience department. Educate and motivate the Collectors Concierge, and Submission Center teams. Inspire our team to make collecting safe, easy, and fun by being a role model for the organization and modeling the Collectors Values. Bring innovative ideas to the team that drives revenue and customer loyalty.
You will report to the Customer Experience Manager and work onsite in our Santa Ana, CA headquarters with the ability to travel up to 40% to various Collectors offices and PSA Submission Center locations.
What You'll Do:
- Responsible for training our Concierge and Submission Center teams at different locations
- Lead training in all key areas of the PSA Customer Experience department
- Provide training to new hires, existing employees, and on occasion, temporary employees at events.
- Focus on developing strong standard operating procedures and building out our Customer Experience Hub for employees to use as a source of truth.
- Communicate with team members with dignity and respect
- Anticipate and identify future training needs and create a curriculum with the PSA Customer Experience Manager's guidance to facilitate training
- Improve policies, procedures, and processes
- Document problem employees and provide coaching to help improve results and behaviors
- Provide regular feedback in meetings and secure guest speakers for team meetings for a better understanding of different topics
- Bring meaningful content to the Customer Experience Team's "On the Front Lines" newsletter
- Implements ways to drive revenue and customer satisfaction
- Properly uses technology to assist in resolving issues and makes recommendations for process improvements (potentially using AI tools with guidance from management)
- Takes an active role at events to provide on-site quality assurance for the team
- Resolves escalated customer complaints and issues in-person, over the phone, through email, or with social media
- Assist the Concierge team in the Slack chat by answering their questions and providing leadership and support
- Plans and executes team activities while maintaining a respectful work environment
- Assist in one-on-one's (1:1's) as needed with the Customer Experience Manager and Supervisor
Who You Are:
- Communication Skills: Ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business
- Problem Solving: Intuition to identify and resolve problems quickly and accurately, with limited supervision
- Time Management: Ability to coordinate time and job duties to process orders quickly and efficiently
- Interpersonal Skills: Communicate clearly and intelligently with other departments as well as others outside of the organization
- Teamwork: Willingness and ability to work well with others while balancing team and individual responsibilities
- Organizational Support: Follow policies and procedures set forth by the company
- Judgment: Make appropriate decisions using critical thinking and based on company policies and procedures
- Organization: Ability to multitask, manage time efficiently, and prioritize what work needs to be done first
- Professionalism: Approach others with respect and work well under pressure
- Training Experience: Candidate should have experience in a training or teaching role
- Quality: Complete work with accuracy and attention to detail
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
- Sitting or Standing: Ability to sit or stand for extended periods of time
Hourly Rate:
The reasonable estimated hourly rate for this position is $26. 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
Candidates must be authorized to work in the United States.
Collectors uses e-Verify to validate your ability to work legally in the United States.
We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to people@collectors.com.
We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.
If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com.
U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.
If you are based in California, you can read information for California residents here.
HealthcareX
