Collectors Customer Experience Trainer

Collectors Universe Inc.; Santa Ana (CA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching

Paid Vacation

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe Inc. seeks a Customer Experience Trainer to deliver exemplary service through educational programs for the Concierge and Submission Center teams across multiple locations. This role involves creating training documentation, implementing training sessions, improving operations, and assessing customer service practices. The ideal candidate should possess strong communication, problem-solving, and organizational skills. The position is based in Santa Ana, CA, with some travel required. Benefits include health insurance, 401(K) matching, and flexible hours.

Qualifications

• Experience in a training or teaching role is required.
• Ability to multitask, manage time efficiently, and prioritize work.
• Ability to communicate effectively to resolve conflicts and problems.

Responsibilities

• Teach and train Concierge and Submission Center representatives.
• Create training programs and documentation.
• Improve and document operational policies and processes.

Skills

Communication Skills

Problem Solving

Time Management

Interpersonal Skills

Teamwork

Professionalism

Quality Control

Training Experience

Job description

## Collectors Customer Experience TrainerWe’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.You will report to the *Customer Experience Manager*and ***work onsite in our Santa Ana, CA headquarterswith 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-one’s (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 individual responsibilities* Organizational Support: Follow policies and procedures set forth by the company* Judgment: Make appropriate decisions using critical thinking and based on company policies and procedures* Organization: Ability to multitask, manage time efficiently, and prioritize what work needs to be done first* Professionalism: Approach others with respect and work well under pressure* Training Experience: Candidate should have experience in a training or teaching role* Quality: 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* 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