Customer Service Training Specialist
2 weeks ago
We are seeking a Customer Service Training Specialist to enhance our Operations team. This role focuses on delivering effective training solutions that align with our operational and functional objectives. The specialist will play a crucial role in ensuring outstanding service quality for both internal and external stakeholders. This position involves collaboration with team leaders and clients to assess employee skills and training needs.
Key Responsibilities:
- Designs and implements tailored training programs using diverse media while applying adult learning theories and instructional design methodologies.
- Facilitates engaging demonstrations and distributes interactive training materials to staff, including refresher courses.
- Communicates updates and new information to team members to ensure thorough comprehension.
- Regularly reviews and revises training documentation and materials to reflect any changes or updates.
- Collects and evaluates feedback to adapt training content as necessary.
- Consults with supervisors to identify potential enhancements and solutions based on upcoming system modifications.
- Collaborates with supervisors and Customer Service Analysts to refine operational workflows.
- Handles inquiries from agents, clients, and field personnel through calls and written communication.
- Addresses billing questions, conducting detailed analyses of accounts and preparing payment histories, exercising independent judgment within established guidelines to resolve issues.
- Proficient in computer applications, particularly the Microsoft Office Suite and data entry software.
- Comprehensive knowledge of systems related to the policy lifecycle, including underwriting and billing platforms.
- Exceptional communication and information dissemination skills.
- Strong analytical, decision-making, problem-solving, organizational, and negotiation abilities.
- Able to work autonomously while adhering to strict deadlines.
- Capable of thriving in a collaborative team environment and inspiring others.
- A high school diploma is required; an Associate's degree is preferred.
- A minimum of 3-5 years of experience in customer service is essential, with a background in Property & Casualty insurance, particularly in Commercial and Specialty Lines, being advantageous.
About Intact Insurance
At Intact Insurance Specialty Solutions, we pride ourselves on our expertise in the specialty insurance market. Our profound understanding of this sector allows us to provide customized solutions, supported by targeted risk management and claims services. Our dedicated team is committed to delivering insurance coverage tailored to our specific customer segments, safeguarding a wide range of industries with specialized coverages and services.
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