Training & Develoment Specialist
American Customer Care
Platteville, WI
Full-time
Call Center / Customer Service
Posted on February 11, 2019
TRAINING AND DEVELOPMENT SPECIALIST
Responsibilities
- Design, develop, and deliver interactive customer service, technical, and product training for Customer Service Representatives (CSRs)
- Deliver existing customer service, technical, and product training
- Design, develop, and deliver new hire, uptraining and refresher training programs
- Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
- Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
- Partner with the client to maintain high quality of service and keep all training current
- Create reports on training activities
- Identify and react to trends in activity, with a strategic mindset
- Provide creative solutions to obstacles
Knowledge, Skills, and Abilities
- Strong facilitation skills that capture and hold the room through interaction
- Basic knowledge of adult learning needs and strategies
- Ability to develop and deliver immersive and interactive blended learning solutions
- Experience designing and developing creative training solutions
- eLearning design and development experience preferred but not required
- Continually maintain working knowledge of all company products, services, and promotions
- Knowledge of program specific material to train and answer questions regarding products or procedures
- Experience monitoring calls for customer service quality
- Ability to provide targeted and actionable feedback
- Represent and interact with clients in a professional and positive manner
- Demonstrated ability to multi-task in a fast-paced environment
Requirements
- Minimum associate degree, bachelors preferred
- 1+ years in training and development
- 3+ years in the customer service field
- Excellent oral and written communication skills in English
Benefits Include:
- Minimum associate degree, bachelors preferred
- 1+ years in training and development
- 3+ years in the customer service field
- Excellent oral and written communication skills in English