Customer Service Training Specialist
7 days ago
Job Summary:
The Customer Service Training Specialist 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 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
Requirements:
- 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
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.
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