Customer Experience Show Lead

## Customer Experience Show Lead 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, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 2,200 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

Job Description We’re looking for a
*** PSA Show Lead / Collectors Concierge Lead
*** to join our team to provide world-class customer care to our fans around the globe. The PSA Show Lead will actively look for ways to deliver an incredible experience to our fans at drop-off events, shows and Walk-In Wednesday events at our headquarters. You will work to develop the company’s concierge team to be successful in their jobs and safe  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.

A keen eye for keeping submissions we receive will be critical to the success of the person in the role.

You’ll contribute to the growth and development of the Customer Experience department. Lead by example, motivate colleagues, and oversee/direct daily activities of concierge representatives at shows and events. 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 'll will report to the
* Director of Customer Experience
* and work from our
*** Santa Ana, CA
*** office.
*** There is 40%+ of heavy travel required for this role, and you can expect to travel up to three weekends a month. Driver’s license is a required, valid passport a plus
****
* What You’ll Do:

*** Responsible for handling and transportation of all product, cash and credit card invoices
* Properly trains staff on receiving and processing submissions at events
* Effectively communicates booth and travel needs to travel coordinator, marketing staff and 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
* 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 Autograph 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
* Create standard operating procedures for new processes and helps to build out our employee resource hub
* Gives performance feedback on staff and works with reps on areas they need improvement on.
* Provides reporting on what is happening on the team and stats for the department
* Creates content for our monthly Customer Experience newsletter
* Serves as an inspiration to staff by providing an excellent example
* Looks at ways to improve processes and the overall customer experience
** Who You are:
*** Driver’s license is a required, valid passport a plus
* Communication Skills
-The ability to communicate with others effectively in order to resolve conflicts, solve problems and, most importantly, maintain…