Collectors Customer Experience Trainer

## Collectors Customer Experience Trainer 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.

You will report to the
* Customer Experience Manager
* and
*** work onsite in our Santa Ana, CA headquarters with the ability to travel up to 30% to various Collectors offices and PSA Submission Center locations.
**** 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
* 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
* 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
* Health Insurance:
All full-time employees are…