Customer Service Trainer Jobs in California (NOW HIRING)

## 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 #J-18808-Ljbffr