Customer Experience Training Specialist

3 weeks ago

Auburn Hills, United States Whisker Full time
About the Role

We are seeking a highly skilled and experienced Customer Experience Training Specialist to join our team at Whisker. As a key member of our Support and Customer Experience team, you will be responsible for developing and maintaining all training materials, developing classes, conducting refresher training, and conducting remote-based training classes to ensure trainees fully understand the required concepts.

Key Responsibilities
  • Assists with all phases of the training process for new hires and tenured product specialists
  • Develops and maintains training materials, processes, and job instructions including lesson plans, group activities, teaching methods, presentations, role-playing scenarios, tests, and quality assessments
  • Develops high-value assessments for new and existing team members and provides consistent reports on direct management results
  • Assists department leaders in developing policies, procedures, and customer-facing documentation
  • Assists agents who need help dealing with customer concerns by stepping in, offering advice, or providing feedback
  • Ensures trainees learn self-sufficient and resourceful behaviors
  • Identifies trainee's needs and sets attainable targets to ensure performance and effectiveness are achieved
  • Corresponds with other team members to obtain additional information and clarification to resolve customer problems or support agent training needs
  • Implements and models standards of courteous and professional communication with customers and coworkers
  • Meets with the Training Manager regularly to communicate and resolve customer service training issues; set and prioritize goals; improve processes, and review productivity
  • Assists with team member communication by providing consistent updates surrounding issues, goals, or standards for the team.
  • Encourages team members to maintain professional behavior while building a loyal customer base
  • Maintains data and document training for each new team member
  • Ensures communication is clear to both the team members and leadership when a new team member exits the training program and starts production
  • Conducts role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management)
  • Performs other duties as assigned
Requirements
  • BA in related field and/or equivalent years of experience
  • 2+ years of customer service training experience
  • Positive, energetic, and enjoys helping others
  • Experience with developing, maintaining and utilizing Learning Management Systems
  • Strong working knowledge of all Microsoft Office, Google Suite, Salesforce, IVR computer applications, and shared documents
  • Knowledge or training in policy and procedure creation and implementation
  • Resourceful, action-oriented, decisive, and comfortable working independently
  • Excellent verbal, written, and interpersonal communication skills
  • Detail-oriented, organized, and able to manage multiple tasks simultaneously
  • Ability to work overtime and extended hours as directed by management
  • Familiar with adult learning principles
  • High-speed internet with an ethernet connection
  • A working location that allows for uninterrupted facilitation
Preferred Qualifications
  • Customer Service Leadership Experience
  • Significant Technology and/or IT experience
  • Experience with Articulate suite
  • Additional certification in training and training development

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