The Collectors Team
Collectibles
CustomerExperienceTrainer
“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
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