Customer Experience Show Lead

Collaborative Solutions • Jersey City, NJ

11d • Onsite

About The Position

Collectors is seeking a PSA Show Lead / Collectors Concierge Lead to provide customer care at drop-off events, trade shows, and Walk-In Wednesday events at the company’s headquarters. The role leads and develops the concierge team, oversees representatives’ daily activities, and manages employee travel, schedules, event setup, and coordination with Security to ensure received items reach headquarters for grading. Careful handling and retention of customer submissions are critical.

The Show Lead delivers customer service in person, by phone, email, and social media; resolves escalated concerns; trains staff; and monitors performance. The position also oversees product and payment handling, order processing, packing and shipping, and event operations. The role contributes to Customer Experience processes and resources, reporting, and team development. It reports to the Director of Customer Experience and is based in the Jersey City, New Jersey office. The position is onsite five days per week and requires 40% or more travel, potentially up to three weekends per month. A driver’s license is required; a valid passport is preferred.

Requirements

• Valid driver’s license.
• Effective communication skills to resolve conflicts and problems and maintain and generate business.
• Ability to identify and resolve problems quickly and accurately with limited supervision.
• Time-management skills to coordinate duties and process orders efficiently.
• Clear communication and interpersonal skills when working with other departments and external contacts.
• Ability and willingness to work well with others while balancing team and individual responsibilities.
• Ability to follow company policies and procedures.
• Sound judgment and critical thinking when making decisions under company policies and procedures.
• Ability to multitask, manage time, and prioritize work.
• Professionalism, respect, and ability to work well under pressure.
• Accuracy and attention to detail.
• Ability to travel 40% or more, potentially up to three weekends per month.
• Ability to work onsite in the office five days per week.
• Ability to use a computer, including typing and mouse work, and to sit and look at a computer for potentially long periods.
• Regular use of hands for various tasks.
• Ability to hear alarms, signals, and verbal instructions.
• Ability to lift, carry, and move materials weighing up to 40 pounds.
• Ability to talk on the phone and text, and to operate a computer and phone system efficiently.
• Ability to sit or stand for extended periods.

Nice To Haves

• Valid passport.

Responsibilities

• Lead, motivate, and direct concierge representatives’ daily work at shows and events.
• Provide exceptional customer care in person, by phone, email, and social media, and resolve escalated customer issues.
• Manage show employee travel and schedules, and coordinate event needs with the travel coordinator, marketing staff, show promoters, and Security.
• Handle and transport product, cash, and credit card invoices.
• Train staff to receive and process submissions at events.
• Prioritize responsibilities during show hours and assign tasks as needed or requested by management.
• Account for and safely store take-home orders; accurately manifest, pack, and ship collectibles to avoid damage.
• Verify that outgoing products meet company specifications.
• Organize and process orders by service level and expedite orders when necessary.
• Attend and supervise trade shows, including packing supplies and setting up and breaking down booths while ensuring a positive customer experience.
• Support the PSA Autograph Team with other duties as assigned.
• Assist representatives in Slack by answering questions and providing support.
• Create standard operating procedures for new processes and help develop the employee resource hub.
• Provide performance feedback and help representatives improve.
• Report team activity and department statistics.
• Create content for the monthly Customer Experience newsletter.
• Identify opportunities to improve show processes, expand the Collectors presence at events, and improve the overall customer experience.
• Set a strong example for colleagues and contribute to the growth and development of the Customer Experience department.

Benefits

• Medical, dental, and vision insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• 401(k) 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 offered by many teams.
• Company celebrations, holiday events, and team-building activities.

What This Job Offers

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