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 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‑ones (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…