Customer Experience Supervisor

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.

We’re looking for a Customer Experience Supervisor to join our Collectors team to provide world class customer care to our fans around the globe. 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.

Who You Are: 

• 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

What You’ll Do:

• 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

Salary Range: 

The salary range for this position is $70,000-$85,000. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, 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 salaried employees are eligible for flexible time-off

• 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

Candidates must be authorized to work in the United States

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.