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Tech Trainer Customer Service PT

1 month ago

Minneapolis, United States Sun Country Airlines Full time

We're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.

Sun Country Airlines is seeking a PT Customer Service Technical Trainerto provide the toolset, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines.

Customer Service Technical Trainer Overview:

The Technical Trainer, Customer Service is responsible for providing the toolset, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines.

The Technical Trainer position will support and integrate the overall SY brand and business strategy through employee learning development. Primary responsibilities are to facilitate training needs for new and existing employees through a variety of methods including classroom and virtual instruction, web conferencing, eLearning and on-the-job.

Essential roles and responsibilities of a Customer Service Technical Trainer:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Deliver department training/learning support using adult learning techniques for various lines of business (e.g. Reservations, Reservations Support, Central Reservations Control (CRC), Customer Care)
  • Streamline technical training through automation enhancements/LMS
  • Ensure the learning process is ongoing and relevant; support Customer Service with policy/functionality as identified by leaders and SME's
  • Develop and apply assessment tools to measure training effectiveness
  • Ensure all training curricula are taught in a standardized and consistent manner
  • Partner with Customer Service leadership in support of new specialist development
  • Collaborate with Technical Trainers and Training Manager for creation of training materials
  • Keep current on adult learning best practices and training methodology
  • Establish defined SY interdepartmental relationships through collaborative goals with teams such as marketing, pricing, sales, eCommerce
  • Contribute to the maintenance of the Knowledge Base system and departmental communication
  • Track and report on training outcomes
  • Provide feedback to program participants and management
The qualifications we are looking for in a Customer Service Technical Trainer include:
  • College degree or minimum of 2 years experience in call center/customer service environment; or equivalent combination of education and experience.
  • Experience writing policy/procedure documents
PREFERRED SKILLS
  • Open and approachable leadership style
  • Confident, articulate, and clear communication skills
  • Confident public speaker; clear presentation and facilitation skills
  • Motivational with a positive demeanor at all times
  • Strong planning and organizational skills
  • Analysis and problem-solving skills
  • Knowledge of adult instructional and learning theory and principles preferred
  • Knowledge of Sun Country programs, policies, procedures, and reservation systems preferred


Sun County Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. #LI-LM1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)