The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The position requires managing and training new Customer Service Representatives. The Trainer may manage a team and be responsible for the team’s metrics for extended periods of time based on the company’s needs. The position requires assisting with class material delivery and development, understanding of adult learning principles, and assessing the retention of content by trainees. Other duties will include assisting with the onboarding of new agents, including system set up and evaluation of performance and reviews. The position requires the Trainer to work closely with all training staff, recruiting staff and site leadership to create the most positive and supportive training environment possible resulting in a high graduation rate and employee retention rate.

Responsibilities:

• Manage and train new Customer Service Representatives and manage performance
• Organize, direct, and monitor the daily activities of Customer Service Representatives
• Answer questions from team members and provide suggestions as appropriate
• Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints
• Manage workers and resolve grievances; if needed, escalate to management for assistance
• Build strong, high-performing teams that enjoy fun and competition while striving to meet/exceed performance metrics
• Identify areas of opportunity and provide feedback to those impacted
• Maintain thorough knowledge and expertise in all offered products and services
• Provide service courteously, accurately, and efficiently to team members, co-workers, and customers
• Facilitate effective training by utilizing all adult learning principles to create an environment of maximum content retention
• Any additional tasks/projects as assigned by the management team

Minimum Qualifications (Education, Experience, Skills):

• Classroom/job training facilitation experience
• 2 years training facilitation experience
• 2+ years in high-volume customer support
• Curriculum design experience preferred
• Skilled in the use of Microsoft Office, especially Excel
• Highly technical in billing and device support
• Ability to multitask
• Ability to prioritize assigned tasks
• Strong work ethic
• Attention to detail
• Technically proficient
• Strong communication skills
  • Verbal and nonverbal communication skills
  • Ability to effectively communicate to the customer, verbally and written
  • Possess the ability to communicate over the phone with agents in a professional yet, assertive manner
  • Able to communicate well in both one on one and in group settings

• Dependable – good attendance history
• Open to delivering and receiving feedback
• Strong relationship building skills
• Be able to adapt to change
• Ability to pick up on verbal cues when training agents and understanding of when follow-up questions are needed
• Conduct yourself in a professional manner with agents and fellow employees
• Ability to manage multiple tasks at once
• Time Management - prioritization