Product Knowledge Specialist

2 weeks ago


Reston, Virginia, United States Talent Canvas Full time
Job Title: Consumer Facing Product Training and Development

About the Role:

Talent Canvas is seeking a highly skilled and experienced Consumer Facing Product Training and Development professional to join our team. As a key member of our Consumer Care team, you will be responsible for developing and managing all product knowledge content for consumer care and direct-to-consumer systems, ensuring the information reflects the latest product updates and regulatory approvals.

Key Responsibilities:

  • Develop and maintain product knowledge content for consumer care and direct-to-consumer systems, including FAQs and helpdesk resources.
  • Create and implement training programs to enhance consumer care agents' product knowledge and performance.
  • Work closely with brand, quality assurance, regulatory, commercialization, consumer care, and direct-to-consumer teams to gather insights and ensure content reflects the latest product updates and consumer needs.
  • Design and implement product knowledge training programs for consumer care agents, focusing on product knowledge and best practices.
  • Conduct product knowledge training sessions, workshops, and one-on-one consumer care agent coaching to improve team performance, product knowledge, and nutrition-related understanding.
  • Monitor and evaluate the effectiveness of product knowledge training programs and content through feedback, performance metrics, and quality assessments.

Requirements:

  • 4+ years of experience in customer service and/or contact center operations.
  • 3+ years in a role involving product knowledge content management, with a focus on the nutritional field.
  • 2+ years of relevant experience working in a CPG environment preferred.
  • Bachelor's degree in Nutrition, Dietetics, Education, Business, Communications, or a related field.
  • Registered Dietitian (RD) or Registered Dietitian Nutritionist (RDN) credential is a plus.

Working Conditions:

  • Position is remote but will need to travel to Irvine, CA ~6 times per year. Must sit on West Coast.
  • Travel may be required from time to time.


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