The Collectors Team
Collectibles
CustomerExperienceTrainer
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Experience Trainer at The Collectors Team. Skills: Customer Experience Training, Training Program Development, Employee Education and Motivation, Problem Solving, Communication. Train Concierge and Submission Center representatives. Create training programs, documentation, and role expectations”
What You'll Achieve.
Deliver white-glove service; Drive revenue; Increase customer loyalty; Improve results and behaviors of problem employees; Drive revenue and customer satisfaction
Industry & Context.
Identify and resolve problems quickly and accurately; Resolve escalated customer complaints and issues
Ability to travel up to 30% to various Collectors offices and PSA Submission Center locations, Cameras on during video interviews, On-site interview may be required for remote roles, Physical requirements: Computer Use, Hand Use, Hearing, Lifting and Carrying up to 40 pounds, Phone Answering, Sitting or Standing for extended periods
What They're Looking For.
Must Have
Training experience in a training or teaching role, Ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business, Intuition to identify and resolve problems quickly and accurately, with limited supervision, Ability to coordinate time and job duties to process orders quickly and efficiently, Communicate clearly and intelligently with other departments as well as others outside of the organization, Willingness and ability to work well with others while balancing team and individual responsibilities, Follow policies and procedures set forth by the company, Make appropriate decisions using critical thinking and based on company policies and procedures, Ability to multitask, manage time efficiently, and prioritize what work needs to be done first, Approach others with respect and work well under pressure, Complete work with accuracy and attention to detail, Typing, mouse work, and sitting and looking at a computer potentially for long periods of time, Regular hand use for various tasks, Ability to hear alarms, signals, and verbal instructions, Ability to lift, carry, and move materials up to 40 pounds, Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently, Ability to sit or stand for extended periods of time, Authorized to work in the United States
What You'll Do.
Train Concierge and Submission Center representatives
Create training programs
and role expectations
Contribute to the growth and development of the Customer Experience department
Educate and motivate the Collectors Concierge
and Submission Center teams
Inspire team to make collecting safe
Bring innovative ideas that drive revenue and customer loyalty
Lead training in all key areas of the PSA Customer Experience department
Provide training to new hires
and temporary employees
Develop standard operating procedures
Build out Customer Experience Hub
Document problem employees and provide coaching
Provide regular feedback in meetings
Secure guest speakers for team meetings
Bring meaningful content to the Customer Experience Team’s “On the Front Lines” newsletter
Implement ways to drive revenue and customer satisfaction
Use technology to assist in resolving issues
Make recommendations for process improvements
Take an active role at events to provide on-site quality assurance
Resolve escalated customer complaints and issues
Assist the Concierge team in Slack chat
Plan and execute team activities
Assist in one-on-one’s (1: 1’s)
How You'll Work.
Team & Collaboration
Work with other departments; Work with others outside of the organization; Collaborate with Customer Experience Manager and Supervisor
Communication Scope
Ability to communicate with others effectively; Communicate clearly and intelligently
Full Job Description
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. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. 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.
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