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Customer Service Training Specialist
2 months ago
Cubic Corporation is seeking a highly motivated and experienced Customer Service Training Specialist to join our team. As a key member of our organization, you will play a critical role in ensuring that our customer-facing staff are properly trained in both content knowledge and customer service skills.
Key Responsibilities- Develop and deliver comprehensive training programs for customer service staff, including content knowledge and customer service skills.
- Work closely with departmental management to create individual training plans for all customer service staff and report their progress.
- Monitor and evaluate the effectiveness of training programs, making recommendations for improvement as needed.
- Collaborate with subject matter experts to develop and maintain training materials, including handouts, manuals, and e-learning modules.
- Provide coaching and feedback to customer service staff to ensure they are meeting quality assurance standards.
- Participate in quality assurance meetings and call calibration sessions to ensure consistency of call evaluations.
- Conduct new employee certification process and perform other duties as assigned.
- Bachelor's degree and 2+ years of professional level training experience.
- Minimum 2 years related successful sales or call center experience and 1 year experience in training, adult education, or leadership role.
- Highly motivated self-starter who can work with little or no supervision.
- Creativity and willingness to implement new approaches.
- Excellent organizational, planning, and time management skills.
- Efficient communication, interpersonal, and presentation skills.
- Ability to apply a consultative approach towards coaching and delivering feedback.
- Proficiency in MS Office including Word, Excel, SharePoint, and PowerPoint.
- Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and measurement of training effectiveness.
- Ability to communicate clearly both orally and in writing.
- Knowledge of e-learning software such as Captivate or Articulate desired.
- Experienced with conducting virtual or distance training.
- Ability to travel.
Cubic Corporation offers a competitive salary range of $60,000 - $80,000 + benefits. We are an equal opportunity employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.
