PSA 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 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, the UK, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. 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 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 Santa Ana, CA office. There is 40%+ 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. Onsite Requirement: This role requires you to be onsite in the office 5 days per week. 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.