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 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We’re looking for a PSA Show Lead / Customer Experience Show 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 at events. You 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 at events.

You'll will report to the Director of Customer Experience and work from our Jersey City, NJ 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 and generate business.

• Problem Solving: Ability 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 multi-task, 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.

Physical Requirements:

• 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.

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

• 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

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

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.