Customer Service Trainer GreatCall
THIS JOB HAS EXPIRED Description
GreatCall markets wireless services, devices and applications that help people stay connected, safe and healthy. We provide easy-to-use solutions backed by high quality customer service and work with industry-leading partners to ensure our solutions fulfill the needs of our customers. We are experts in serving the aging population but our solutions are appropriate for anyone who considers health and safety a priority. Our product portfolio includes the Jitterbug cell phone, 5Star Urgent Response, MedCoach, LiveNurse, and Wellness Calls among others. These products and services are widely available through our direct response channels and a wide retail distribution network that includes Wal-Mart, Sears and Best Buy. Our apps are available in the iTunes and Android app stores.
About the Team
We empower our employees to deliver exceptional service on a daily basis. We do this by creating, managing, and training the GreatCall culture across the organization. We translate our company?s vision into applicable knowledge and actionable behaviors that are consistent and aligned for all of our business partners. Our ongoing support, coaching and development offers empowerment that leads to job satisfaction, a team orientation and greater pride in our organization.
About the Job
The Customer Service Trainer will perform an important role in assuring the competence and continued development of our service & support team members. Reporting to the Training Manager, this position will deliver and assist in the design and development of training programs and materials for Customer Service and Operator Assistance. The Customer Service Trainer will manage and deliver new hire programs, follow-up training on products, customer service skills, billing, systems, technical topics, process updates and producing virtual training modules. The right person will have exceptional training, communication, service, and technical abilities.
Manage and deliver 8-week customer service new hire program to develop agent competence and commitment.
Coordinate 4-week agent transition to the call center floor with Customer Service Operations Management to assure continued agent development.
Design, develop and deliver training content around new products and services, customer retention and upselling strategy.
Review, edit and produce on-line training content for live and pre-recorded virtual training sessions.
Manage and edit current training documentation to ensure it is up-to-date and integrate content around new products, services, systems and processes.
Identify gaps and assess ongoing customer service training requirements based on customer feedback, quality metrics, agent performance, and business needs.
Act as the designated point of contact and liaison for the QA team to drive continuous improvement in support of training initiatives through periodic inbound/outbound call evaluation and coaching.
Assist in the delivery of Technical Support or Financial Services trainings as needed to develop agent competence and commitment around internal systems, problem troubleshooting, compliance, and call standards.
Up to 20% travel in the U.S. as needed.
Education: Bachelor?s Degree in Business, Training or related field
Highly skilled communicator in both verbal and written formats
2 years training development and delivery experience
1 year classroom management experience with large groups including the ability to engage learners with an interactive training approach
4 years customer service experience
2 years of call center experience
1 year sales training experience in large or small groups
Knowledge and experience using MS Office Suite including: PowerPoint, Outlook, Word and Excel
Ability to present training materials to a variety of audiences and group sizes, motivating others to learn
Effective at creating a positive, optimistic environment that encourages people to do their best
Ability to work in a fast-paced, changing environment, meet deadlines and absorb new ideas and concepts quickly
Focus on teamwork with a positive attitude
Must be easy to approach and talk to; builds effective rapport quickly
Manage conflict effectively by reading situations quickly, actively listening, and seeking common interest and equitable solutions
Education: Master's degree in Business, Training or related field
Knowledge of training industry best practices and varied adult learning principles
Wireless, telecom, or technology industry experience highly preferred
2 years classroom management experience with large groups including the ability to engage learners with an interactive training approach
2 years sales training experience in large or small groups
Ability to build and manage relationships effectively across organizational departments
Demonstrated skill in analytical thinking and complex problem solving to implement effective solutions required
Expertise in MS Office suite including: Excel, Word, Outlook and PowerPoint
Is an effective planner who accurately scopes out length and difficulty of tasks and projects, sets objectives and goals, and can flexibly anticipate and adjust for problems or roadblocks
Is a good judge of talent, strengths and limitations of people and can accurately project what people are likely to do in varied contexts
As an employee, you would be eligible to participate in a comprehensive benefits package including a competitive salary, stock options, Medical, Dental, Paid Time Off, 401(k), life insurance and flexible spending plans.
Join a fast-paced, dynamic company that is making history with our customers and the wireless industry. If you're a smart, self-starter with solid experience in wireless and a passion to make a difference, let us hear from you. Check us out at www.greatcall.com.
||Reno, NV |
THIS JOB HAS EXPIRED