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Customer Service Training Coordinator
2 months ago
The Customer Service Training Coordinator develops, implements, and/or modifies training programs to ensure maximum effectiveness of call center/customer service personnel.
Key Responsibilities:- Training Program Development: Designs and develops new training courses for existing applications, including preparation of training materials such as manuals, quick reference guides, audio-visual aids, computer help-screens, etc.
- Training Delivery and Evaluation: Maintains statistics and records of the training materials and content covered with each group and/or individual trained.
- New Hire Orientation: Assists in the ongoing improvements to and coordinates delivery of New Hire Orientation sessions.
- Training Statistics and Reporting: Tracks and reports training statistics.
- Staff Development and Retraining: Identifies and retrains staff for improved performance.
- Training Management: Manages the ongoing training requirements for the customer service staff.
- Education: High School Diploma or general education degree (GED) required, Associate degree (A.A.) or equivalent from two-year college or technical school preferred.
- Knowledge and Skills: Developing professional expertise, applies company policies and procedures to resolve a variety of issues.
- Job Complexity: Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors.
- Supervision: Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
- Experience: Typically requires a minimum of 2 years of related experience.
- Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
