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
Apply for this Job! | |
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Apply by Email: | mcoakley@accare.com |
Alternate Web Site: | Click to visit |
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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 |