Customer Care Trainer

Job Details

Description

Position Summary

The Customer Care Trainer supports the entire Customer Care department as it relates to imparting job knowledge. The primary focus is on developing and facilitating new hire and recurring training for the department. In addition, the role serves as a subject matter expert on all call handling procedures and Customer Information System functionality. The Customer Care Trainer works in a synergistic fashion with both frontline employees and contact center leadership.

Primary Position Responsibilities

• Develops and writes new hire and recurring training curriculum
• Facilitates new hire and recurring training for all CCSs that handle residential and commercial inquiries
• Creates, updates and maintains existing and new business processes
• Develops job aids to help CCSs perform duties more efficiently
• Tracks new hire and recurring training hours for departmental scorecard
• Conducts needs analysis for recurring training through remote call monitoring and floor observation
• Reviews Quality Assurance error report to determine if follow-up training is necessary
• Creates knowledge checks to assess agent process and procedure comprehension
• Selects and assigns mentors to new hires during the training process
• Makes recommendations on transitioning trainees from temporary to regular status
• Identifies essential training topics based on feedback from CCSs and leadership
• Recommends new approaches to improve and or enhance the training experience
• Reviews and analyzes metrics to track progress and impact of changes to processes.
• Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
• Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.
  
  

Secondary Position Responsibilities

• Walks the floor and handles escalations during spikes in call volume
• Facilitates meetings when necessary
• Maintains effective working relationships with the other departments and individuals.
• Builds productive relationships across other departments in order to understand their impact on Customer Care and vice versa
• Performs other duties and activities as directed.
  
  

Supervisory Responsibilities

• Serves as de facto supervisor for new hires during training
  
  

Position Requirements

Experience, Education and Certifications Required

• High School Diploma or G.E.D equivalency.
• Two years of customer service experience in a contact center environment
  
  

Experience, Education And Certifications Preferred

• Bachelor’s degree in education or similar discipline
• One year of leadership or supervisory experience
• Two years of training and or quality assurance experience in a contact center environment
  
  

Skills And Abilities Required

• Strong oral and written communication skills
• Solid presentation skills
• Detail oriented
• Ability to handle multiple tasks
• Good problem-solving skills
• Ability to work autonomously
• Complete understanding of CCS call handling procedures
  
  

Skills And Abilities Preferred

• None
  
  

Physical Requirements

• Operates office equipment such as a computer, telephone, fax machine, copier, etc.
• Indoor, office environment.
• Ability to lift a minimum of 25 pounds.
• Requires frequent sitting, standing, walking, bending, and reaching.
  
  

Other Requirements

• Works extended hours or modified schedule when necessary