Collectors 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 while modernizing the process. We are hiring a Customer Experience Trainer to empower our Concierge and Submission Center teams across Santa Ana, Jersey City, Plano, Boca Raton and Canada.

• 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 challenge‑led 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
• Implement ways to drive revenue and customer satisfaction
• Properly use technology to assist in resolving issues and make 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
• Resolve 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
• Plan and execute team activities while maintaining a respectful work environment
• Assist in one‑on‑ones (1:1s) as needed with the Customer Experience Manager and Supervisor

• Communication
  
  Skills:
  
  Ability to communicate with others effectively to resolve conflicts, solve problems, 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 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

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.

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.

• Health Insurance:
  Full‑time employees eligible to enroll in Medical, Dental, and Vision.
• Additional Benefits:
  Fertility, commuter, and educational assistance.
• 401(k) Matching Plan:
  Competitive matching plan.
• Vacation:
  All full‑time employees…