Customer Experience Supervisor, Collectors
$70-85k
More information about location
Office located in Jersey City, NJ
Authentication & sale services for high-value collectibles
Be an early applicant
Authentication & sale services for high-value collectibles
1001+ employees
Be an early applicant
$70-85k
More information about location
Office located in Jersey City, NJ
1001+ employees
Company mission
To help collectors pursue their passion through industry leading grading and authentication, tools to help collectors research and find the next big thing, and marketplaces to buy and sell.
Role
Who you are
- 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 multitask, manage time efficiently, and prioritize what work needs to be done first
- Professionalism: Approach others with respect and work well under pressure
- Reporting Skills: Identifying which metrics are meaningful and working on ways to automate the delivery of the reporting
- 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
What the job involves
- We’re looking for a Customer Experience Supervisor to join our Collectors team to provide world class customer care to our fans around the glob
- As a Collectors Customer Experience Supervisor, will be responsible for the success of the dealer lobby and Concierge teams at our Santa Ana, CA; Jersey City, NJ; Plano, TX; Boca Raton, FL and Canada locations, looking for ways to increase the revenue and customer loyalty for the organization
- You will be responsible for developing relationships with some of the larger dealers and individual submitters while developing meaningful metrics to improve efficiency and reporting
- You will contribute to the growth and development of the Customer Experience department by leading and motivating the Collectors Concierge team through delivering exceptional customer care in person, over the phone, and through e-mail correspondence
- You’ll maintain a professional image while exploring ways to improve the customer experience and the revenue generated from in-person drop-offs
- You will report to the Customer Experience Manager and work from our Jersey City, NJ office, with the ability to travel up to 40% to various events and shows
- You will be playing an instrumental role in planning and executing public days like Walk-In Wednesday and strategies for drop-off events and shows
- Responsible for supervising a team of Concierge reps at different locations
- Documents the productivity of the department and statistics on how the team is doing with strong reporting skills
- 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 a leadership role at events and serves as an inspiration to the Show Lead team
- Resolves escalated customer complaints and issues in-person, over the phone, through email or with social media
- Assists the Concierge team in the Slack chat by answering their questions and providing leadership and support
- Assigns tasks and duties as needed to Concierge staff and Customer Care team members
- Looks at ways to improve processes for in-person drop-offs and the overall customer experience
- Creates and maintains schedules for staff across all locations, including time off requests
- Plans and executes team activities while maintaining a respectful work environment
- Track the team’s expenses and verify adherence to travel policies
- Approve timecards in accordance with payroll deadlines
- Maintains impactful 1:1s with team members
Our take
Collectors offers a range of services for the collectibles industry including authentication and grading, collectibles research and sourcing tools, and a buy-and-sell marketplace. The industry is going through a huge renaissance, with a particularly high demand for sports and trading games cards, and Collectors has come to the fore as a major name.
The fact that Collectors is more than a marketplace serves it well in the space. Indeed, its most popular services appear to be grading and authentication, as well as storage vault services. And, with the collectibles industry forecast to double in value by the end of the decade, Collectors is in a position of serious strength.
The company has seen some good investment too, totalling over $200 million. It continues to expand its services with acquisitions of other players in the sector, and is now the parent of PSA, PSA Vault, PCGS, SGC, Card Ladder, Collectors Financial Services and Beckett.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
25% employee growth in 12 months
Company
Company benefits
- Employee Discounts: Be your own customer. Receive discounts on select grading services for approved submissions.
- 401(K) Matching Plan: Invest in your future with our competitive 401k matching plan.
- Health Insurance: Collectors offers medical, dental, and vision for you and your family’s well being.
- Vacation/Paid Time Off: Enjoy time away from work with paid vacation for full-time employees.
- Holiday Pay: All regular, full-time employees are eligible for 10 company paid holidays.
- Flexible Hours: Flexible schedules with varying shifts are available to accommodate your needs.
Company HQ
Santa Ana, CA
Leadership
Nat Turner
(CEO)Angel investor and well-known sports card collector. As well as being CEO of Collectors, is a board member at OneOncology and former board member at health companies Sema4 and Clover Health. Co-founded and led Flatiron Health (Acquired by Roche) from 2012 - 2022.
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