Collectors Customer Experience Trainer (Jersey City, NJ)

Collectors•Jersey City, NJ

1d•Onsite

About The Position

Collectors is seeking a Customer Experience Trainer to join their team and enhance the service provided to collectors. This role involves training Concierge and Submission Center representatives across various locations in the US and Canada. The trainer will be responsible for developing training programs, documentation, and setting role expectations, contributing to the growth of the Customer Experience department. The goal is to educate and motivate teams to make collecting safe, easy, and fun, acting as a role model for Collectors Values and bringing innovative ideas to drive revenue and customer loyalty. The position reports to the Customer Experience Manager and is based in Jersey City, NJ, with up to 40% travel required.

Requirements

Ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, 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 what work needs to be done first.
Approach others with respect and work well under pressure.
Experience in a training or teaching role.
Complete work with accuracy and attention to detail.
Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.
Regular hand use for various tasks.
Ability to hear alarms, signals, and verbal instructions.
Ability to lift, carry, and move materials up to 40 pounds.
Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently.
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

AI tools with guidance from management

Responsibilities

Responsible for training 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 temporary employees at events.
Focus on developing strong standard operating procedures and building out the Customer Experience Hub.
Communicate with team members with dignity and respect.
Anticipate and identify future training needs and create a curriculum with guidance.
Improve policies, procedures, and processes.
Document problem employees and provide coaching.
Provide regular feedback in meetings and secure guest speakers for team meetings.
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.
Take an active role at events to provide on-site quality assurance.
Resolve escalated customer complaints and issues.
Assist the Concierge team in the Slack chat by answering questions and providing leadership and support.
Plan and execute 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.