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8Feb

Training and Development Specialist

American Customer Care, Platteville, WI

This listing has expired

Responsibilities

  • Design, develop, and deliver interactive customer service, technical, and product training for Customer Service Representatives (CSRs)
  • Deliver existing customer service, technical, and product training
  • Design, develop, and deliver new hire, uptraining and refresher training programs
  • Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
  • Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
  • Partner with the client to maintain high quality of service and keep all training current
  • Create reports on training activities
  • Identify and react to trends in activity, with a strategic mindset
  • Provide creative solutions to obstacles

Knowledge, Skills, and Abilities

  • Strong facilitation skills that capture and hold the room through interaction
  • Basic knowledge of adult learning needs and strategies
  • Ability to develop and deliver immersive and interactive blended learning solutions
  • Experience designing and developing creative training solutions
  • eLearning design and development experience preferred but not required
  • Continually maintain working knowledge of all company products, services, and promotions
  • Knowledge of program specific material to train and answer questions regarding products or procedures
  • Experience monitoring calls for customer service quality
  • Ability to provide targeted and actionable feedback
  • Represent and interact with clients in a professional and positive manner
  • Demonstrated ability to multi-task in a fast-paced environment

Requirements

  • Minimum associate degree, bachelors preferred
  • 1+ years in training and development
  • 3+ years in the customer service field
  • Excellent oral and written communication skills in English

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Job Details

Req Num --
ID 562184
Location
Platteville, WI
Positions 1
Type
Employee
Status
Full Time
Pay --
Categories
Customer Service
Education
Food and Beverage
Grocery
Information Technology/Telecommunications
Shifts
First Shift
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Retirement Plan
Paid Vacation
Paid Holidays

Preferred Candidates

Years of Experience --
Education Some College

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