Register
Recruit Create CV
Unfortunately, this job posting is expired.
Don't worry, we can still help! Below, please find related information to help you with your job search.
Related keywords

Customer Service Trainer Jobs

Company

WSSC Water
Address , Laurel
Employment type FULL_TIME
Salary $75,240 - $127,908 a year
Expires 2023-11-07
Posted at 8 months ago
Job Description

The Customer Service Trainer is responsible for evaluating, designing, coordinating and delivering a comprehensive range of training and education programs for the customer service department.

Essential Functions
  • May travel to WSSC Water satellite sites or to external (out-of-state) contractor sites to deliver training and other supporting activities
  • Delivers and/or coordinates training covering a range of topics such as technical, operational, customer service, soft skills, communications and leadership skill development
  • Manages administrative functions necessary to deliver and document training programs
  • Analyzes and assesses training and development needs within the customer services department and designs tools/programs with performance-based outcomes
  • Develops and/or manages training quality program to ensure appropriate knowledge transfer, quality customer service skill development, and training goals have been met
  • Serves as a coach and/or supervisor during training process
  • Creates training plans and curricula that align with the team’s and individual units’ objectives
  • Collaborates with appropriate people throughout the organization to develop a comprehensive, scaleable and sustainable training program
  • Determines most effective instructional methods and tools based on assessments and/or specified training needs including individual training, group instruction, demonstrations, meetings, workshops, refreshers, in person, virtual, and/or self-study
  • Designs, develops, evaluates and updates training content, materials, manuals, tests and related training aids to ensure optimum effectiveness
  • Provides guidance, monitoring, and oversight of external entities contracted for the development and delivery of supplemental training within the Customer Service team
  • Prepares and reports on training delivery and curriculum effectiveness

Other Functions
  • Develops train-the-trainer programs where applicable
  • Performs other related duties as assigned
  • Helps develop the department training budget

Work Environment And Physical Demands
  • Work is performed in a standard office setting
  • Must be able to walk and lift up to 10lbs with or without reasonable accommodation

Required Knowledge, Skills, And Abilities
  • Demonstrated knowledge of call center operations and customer information systems
  • Ability to develop a diverse group of employees through positive motivation and training
  • Strong computer skills including MS Office (e.g., Excel, Word and Power Point)
  • Excellent platform and delivery skills
  • Proven ability to contribute new ideas & approaches for improving employees’ skills & knowledge
  • Ability to manage multiple projects, multi-task, meet multiple deadlines, & handle pressure with tact and poise
  • Strong communication, administrative and organizational skills
  • Ability to analyze & organize complex information and quickly assimilate new information & ideas
  • Excellent interpersonal, communication & technical writing skills
  • Possesses strong organizational skills and attention to detail
  • Knowledge of and experience in quality monitoring and developing quality assurance initiatives
  • Demonstrated knowledge in adult learning concepts, instructional design including curriculum design

Minimum Education, Experience Requirements
  • Bachelor’s degree in Education, Instructional Design, Human Resources, Organizational Design, Business Administration or related field
  • 4+ years professional training or customer service coaching experience


OR
  • 8+ years’ customer service representative experience
  • 4+ years professional training or customer service coaching experience
  • High school diploma or equivalent