Customer Retention Trainer

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop and design training curricula and programs tailored for both new hires and current employees.

• Test and enhance onboarding training plans, incorporating both classroom instruction and practical experience.

• Create instructional resources, such as videos, documents, guides, and manuals, specifically for call center staff.

• Conduct assessments to identify training deficiencies and areas for improvement.

• Address technical issues related to computers or phones for new employees.

• Facilitate group and individual training sessions, utilizing role-playing and simulations.

• Deliver information utilizing diverse instructional methods and formats suitable for adult learners.

• Monitor call quality and provide immediate feedback to new hires.

• Collaborate with department supervisors to pinpoint training requirements and support representatives needing further assistance.

• Hold regular meetings with managers and supervisors to discuss updates in policies, procedures, regulations, initiatives, and technologies.

• Assist with inquiries arising from supervisor coverage gaps and support volume.

• Take part in user testing of new application systems prior to the implementation at the Customer Retention Call Center.

• Make or receive calls as necessary based on departmental call volume demands.

• Foster motivation and sustain a positive work environment for employees.

• Carry out ad hoc projects, special assignments, and additional duties as assigned by leadership.

• Keep abreast of industry best practices and trends.

• Assess and refine the effectiveness of training programs.

• Work alongside Customer Retention department managers to determine training needs.

⛳️ Requirements

• High school diploma or equivalent is required; a bachelor’s degree is preferred.

• A minimum of 3 years of customer service experience is required.

• At least 1 year of prior training or related experience is preferred.

• Ability to quickly learn and retain new information.

• Capacity to produce engaging and effective training materials.

• Strong communication, interpersonal, and presentation abilities.

• Excellent coaching and mentoring skills.

• Familiarity with customer service principles and best practices.

• Proficient in utilizing training software and tools.

• Experience in a call center environment is preferred.

• Consistent and reliable attendance for the assigned shift.

• Ability to work full-time and/or part-time as per position requirements.

🏝️ Benefits

• Competitive compensation reflecting your expertise and contributions.

• Comprehensive health, dental, and vision insurance plans.

• Extensive life insurance benefits.

• Retirement plans, including a company-matched 401k and pension plan.

• Paid holidays and time off.

• Parental leave.

• Subsidized all-in-one subscriptions that promote fitness, mindfulness, nutrition, and sleep goals.

• Company-sponsored counseling for mental health, stress management, and work-life balance.

• Eligibility for continued education reimbursement.

• Company-funded FLMI and ICA courses.

• Discounts on Texas Rangers tickets.