Collectors Customer Experience Trainer

Collectors • Santa Ana, CA

1d • Onsite

About The Position

Collectors is seeking a Customer Experience Trainer to join their team. This role is responsible for training Concierge and Submission Center representatives across various locations including Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL, and Canada. The trainer will develop training programs, documentation, and role expectations to enhance the customer experience and motivate the teams. The goal is to inspire team members to make collecting safe, easy, and fun by modeling Collectors Values and bringing innovative ideas that drive revenue and customer loyalty. The position reports to the Customer Experience Manager and is based onsite in Santa Ana, CA, with up to 30% travel required.

Requirements

• Ability to communicate with others effectively in order to resolve conflicts, solve problems and 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 work.
• Approach others with respect and work well under pressure.
• Experience in a training or teaching role.
• 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.
• Candidates must be authorized to work in the United States.
• Candidates may be asked to participate in an on-site interview as part of the final stages of the process for remote roles.

Nice To Haves

• Experience with AI tools.

Responsibilities

• Training Concierge and Submission Center teams at different locations.
• Leading training in all key areas of the PSA Customer Experience department.
• Providing training to new hires, existing employees, and temporary employees at events.
• Developing strong standard operating procedures and building out the Customer Experience Hub.
• Communicating with team members with dignity and respect.
• Anticipating and identifying future training needs and creating a curriculum with guidance.
• Improving policies, procedures, and processes.
• Documenting problem employees and providing coaching.
• Providing regular feedback in meetings and securing guest speakers for team meetings.
• Bringing meaningful content to the Customer Experience Team’s “On the Front Lines” newsletter.
• Implementing ways to drive revenue and customer satisfaction.
• Using technology to assist in resolving issues and making recommendations for process improvements.
• Taking an active role at events to provide on-site quality assurance.
• Resolving escalated customer complaints and issues.
• Assisting the Concierge team in Slack by answering questions and providing leadership.
• Planning and executing team activities while maintaining a respectful work environment.
• Assisting in one-on-one meetings as needed.

Benefits

• Medical, Dental, and Vision Insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• Competitive 401k matching plan.
• Paid vacation for full-time employees.
• Ten company paid holidays for regular, full-time employees.
• Discounts on select grading services for approved submissions.
• Flexible schedules with varying shifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed