Training Support Specialist for Ordering Services
2 weeks ago
Position Title: COS-Basic Training Support Specialist
Job Category: None
Requisition Number: BASIC01217
Location: Remote
Job Overview:
The COS-Basic Training Support Specialist plays a crucial role in guiding new Ordering Specialists to meet both client and organizational goals while adhering to established behavioral standards. This position may also involve additional responsibilities aimed at professional growth and succession planning.
Key Responsibilities:
- Enhance operational performance to achieve onboarding objectives for clients and employees.
- Provide coaching to New Hire Specialists to fulfill required contractual goals.
- Encourage New Specialists to leverage available resources for problem-solving rather than providing direct answers.
- Support New Hire Specialists in building confidence, mitigating stress, and promptly notifying Supervisors of any performance issues.
- Establish and maintain an effective learning atmosphere.
- Deliver constructive monitoring feedback.
- Foster a positive team environment to promote high standards and good morale.
- Maintain comprehensive knowledge of Client Business Rules to assist with Specialist inquiries.
- Contribute actively to continuous improvement initiatives.
- Provide insights and recommendations for contract-specific enhancements to the immediate Supervisor.
- Utilize remote monitoring as a coaching tool to assess progress and quality.
- Identify performance gaps and develop actionable plans to help New Hire Agents meet or exceed expectations.
- Conduct additional training for New Hire Agents as necessary to align with center standards.
- Collaborate effectively with team members to fulfill company and client expectations.
- Recognize and celebrate the achievements of New Hire Specialists and the team.
- Engage in special projects as needed.
Customer Interaction:
The Basic Training Support Specialist will handle inbound calls related to to-go and catering orders, ensuring adherence to the following expectations:
- Deliver exceptional customer service by building rapport, resolving issues, and guiding customers in making informed choices.
- Accurately process all to-go orders.
- Become a subject matter expert on assigned menus, including allergens and special accommodations.
- Highlight client-requested items during all interactions.
- Engage in conversational upselling to enhance customer check amounts.
- Set a standard for new hires in providing an outstanding guest experience and efficient phone handling.
Compensation and Benefits:
The position offers a starting hourly rate of $13.60, along with accrued paid vacation time in accordance with company policy. Medical, dental, vision, and life insurance benefits are available after 60 days of employment, with optional group rate long-term and short-term disability coverage. Direct deposit is also offered.
Qualifications:
- Ability to quickly learn and facilitate new products and software.
- Capacity to work independently and effectively engage with all management levels.
- Skill in identifying problems and proposing solutions.
- Familiarity with adult learning principles is advantageous.
- Must have been assigned to at least two concepts.
- Less than two attendance points at the time of application.
- High school diploma or equivalent.
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