Customer Experience Show Lead, PSA

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, WATA, Card Ladder, Goldin, and the Long Beach Expo collectibles trade show.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,700 people across our headquarters in Santa Ana and offices in Jersey City, Seattle, Hong Kong, Paris, Shanghai, and Tokyo.

We’re looking for a PSA Customer Experience Show Lead to join our team to provide world class customer care to our fans around the globe. The PSA Customer Experience Show Lead will actively look for ways to deliver world class customer care and report on what the team is seeing in the market. They will work to develop the company’s customer care representatives to be successful in their jobs. They will be responsible for managing employees who travel to shows, schedules, set up and working with Security to make sure all items received get to headquarters for grading.

You’ll report to the Customer Experience Supervisor and work from our Jersey City, NJ office in-person each day: Monday-Friday, 8:00am-5:00pm with opportunities for overtime. This role requires travel of up to 60% as needed, with travel expected over weekends and evenings.

What You'll Do: 

Contribute to the growth and development of the PSA brand. Lead by example, motivate colleagues, and oversee/direct daily activities of call center employees. Deliver exceptional customer care in person, over the phone, and through e-mail correspondence. Maintain a professional image while answering customer inquiries and resolving outstanding concerns. Look at ways to improve the show process and expand the Collectors footprint at events. Drive new account growth and development.

• Responsible for handling and transportation of all cash and credit card invoices
• Properly trains staff on receiving and processing submissions at events
• Effectively communicates booth and travel needs to travel coordinator and show promoter
• Prioritizes responsibilities during show hours
• Ensures take home orders are accounted for and stored safely
• Verifies all outgoing product is within the specification of company standard
• Organizes and processes orders by service level and expedites orders as necessary
• Supports the rest of the PSA/DNA Team with other duties as assigned
• Resolves escalated customer complaints and issues in person, over the phone, through email or with social media
• Assist representatives in the Slack chat by answering their questions and providing support
• Assigns tasks and duties as needed and as requested by management
• Attend and supervise trade shows: packing supplies, set up and breakdown of booth, ensure positive customer experience
• Effectively communicates booth and travel needs to travel coordinator and/or show promoter
• Prioritizes responsibilities during show hours
• Ensures take-home orders are accounted for and stored safely: accurately manifesting all product, packing and shipping collectibles in the best way to avoid damage
• Works closely with management to improve processes
• Provides reporting on what is happening on the team and stats for the department
• Serves as an inspiration to staff by providing an excellent example
• Drives meaningful engagement with new customers and works to develop them into PSA dealer accounts
• Looks at ways to improve processes and the overall customer experience

Who You Are:

To exemplify successful job performance, the PSA Customer Experience Show Lead must demonstrate the following:

• Communication Skills -The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain and generate business.
• Problem Solving: Ability to identify and resolve problems quickly and accurately, with limited supervision.
• Industry Knowledge: Should have a solid understanding of the collectibles market and space
• 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.
• Quality: Complete work with accuracy and attention to detail.
• Sales & Marketing experience is a plus.

Physical Requirements:

• Sitting
• Walking
• Standing
• Bending neck     
• Able to lift and/or move up to 50lbs     
• Hand Use

Hourly Rate: 

The reasonable estimated hourly rate for this position is $27. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.

Reasons To Join Us: 

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision 
• 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