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Care Center Site Trainer

2 months ago

Phoenix, United States Secure Transportation Company Inc Full time
Job DescriptionJob Description

Summary Description
The Trainer will assist the Team Lead and Managers in ensuring Customer Care representatives are
trained, coached, and mentored in delivering exceptional Customer Service to our Client, and Customers.


Key Tasks and Responsibilities
• Ensure all employees uphold the company core values at all times
• Present yourself in a professional, organized manner that conveys confidence and willingness to be approached.
• Conduct all onsite training functions for call center representatives, inclusive of new hire training.
• Organize and where needed develop education/job aids to facilitate training of existing and new team members.
• Collaborate cross-functionally with other departments to ensure training materials and standards are in line with the expectations of the business.
• Field inbound calls as needed
• Assist with taking and resolving escalated calls
• Working with other departments to resolve customer issues and provide feedback
• Assist with Quality Assurance as needed
• Monitor calls/provide written and oral feedback
• Provide on-going support and training in classroom environment
• Assist in Employee Development plan by giving feedback
• Observe and provide feedback on processes affecting quality
• Provide general feedback and coaching to Staff
• Work closely with Team Manager regarding required tasks.


Education & Training
Trained in PHI, HIPAA, and Fraud, Waste & Abuse.


Knowledge and Experience
• Proficient in oral and written communication skills
• Outstanding and proven Customer Service skills
• Must be flexible, able to multi-task and have the capacity to work in a fast paced working environment
• Strong Comprehension of Internal Reservation process
• Effective Training experience preferred
• The position may require you to sit for extended periods of time
• The position may require you to travel to attend training seminars, collaborate with other offices or to assist in new markets


Core Competencies

Possess effective communication skills, planning and organizing ability, problem
analysis, problem solving, flexibility, the ability to delegate, stress tolerance, initiative, negotiation skills,
persuasiveness and attention to detail.


Physical Requirements

While performing the duties of this job, employees are regularly required to sit,
walk and stand; talk or hear, both in person and by telephone; use hands repetitively to finger, handle,
feel or operate standard office equipment; reach with hands and arms; and lift up to 25 pounds.


Working Conditions

Office environment, indoors. Must be able to work during any hours of Care Center Operations - 24/7/365. Work O.T. and holidays as needed.


Secure Transportation is an Affirmative Action/EEO employer.