Collectors Customer Experience Trainer (Jersey City, NJ)

Collaborative Solutions • Jersey City, NJ

8d • 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 multiple locations, including Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL, and Canada. The trainer will be responsible for developing training programs, documentation, and defining role expectations, contributing to the growth of the Customer Experience department. The goal is to educate and motivate teams, inspiring them to make collecting safe, easy, and fun by embodying Collectors Values and acting as a role model. The position encourages bringing innovative ideas to drive revenue and customer loyalty. The role reports to the Customer Experience Manager and is based onsite in Jersey City, NJ, with up to 40% travel to various Collectors offices and PSA Submission Center locations.

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
• Candidate should have 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.
• Collectors uses e-Verify to validate your ability to work legally in the United States.

Nice To Haves

• Potentially using AI tools with guidance from management

Responsibilities

• 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

Benefits

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All full-time employees are eligible for paid vacation
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

What This Job Offers

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