Are you ready to bring your expertise to a dynamic and innovative environment? We are a leading service brand hub connecting customers to local experts who repair, maintain, and enhance homes and businesses. With over 40 years of experience, we are dedicated to strategic innovation and building the future of home and business services. Join us as we unlock new opportunities together and elevate your career.
Empower Your Creativity and Expertise
RoleAs an Instructional Designer/Trainer on our Customer Solutions team, you'll play a crucial role in enhancing the capabilities of our call center partners. Here's what a typical day might look like:
Collaborate with call center partners: Work closely with call center teams to understand their needs and develop training programs that cater to various learning styles.
Design engaging training content: Create and deliver content across multiple formats, including instructor-led sessions, webinars, eLearning modules, and videos.
Equip new agents: Ensure new call center agents have a thorough understanding of company values, customer service standards, brand procedures, and system protocols.
Develop comprehensive training modules: Focus on product and service offerings, selling skills, customer handling techniques, and problem-solving skills.
Monitor and measure effectiveness: Continuously assess call center agent performance and training effectiveness through assessments and data analysis.
Utilize adult learning models: Apply your expertise in Agile, ADDIE, and Dick & Carey Models to create impactful training programs.
Collaborate with stakeholders: Work with subject matter experts to identify training needs and ensure all materials are accurate and high-quality.
Design training materials: Create templates and master files for training materials, including instructor manuals, rubrics, and other facilitator tools.
Stay current: Keep up-to-date with industry trends and best practices in call center training.
Qualifications And SkillsRequired Experience:
Minimum of 3 years in developing and delivering training programs, preferably in a call center environment.
Experience with Creative Cloud, graphical layout, and digital audio is a plus.
Demonstrated ability to create engaging learning content for diverse audiences.
SkillsSelf-motivated, proactive problem solver with a keen eye for detail.
Strong understanding of adult learning principles and instructional design methodologies.
Excellent communication, collaboration, and presentation skills.
Proficiency in authoring tools such as PowerPoint and Word.
Ability to work independently, manage multiple projects, and meet deadlines.
A passion for creating positive and productive learning experiences.
A sense of humor.
EducationBachelor's degree in Training & Development, Instructional Design, Human Resources, or a related field.
Work Environment and Benefits
Location: Remote or Hybrid (Waco, TX) with 15% travel.
Schedule: Full-time, Monday - Friday, 8 AM - 5 PM.
Compensation: Competitive pay commensurate with experience.
Benefits: Comprehensive benefits package including equity and annual bonus opportunities, paid time off, holidays, wellness programs, and more.
Commitment to Diversity and Inclusion
We are fully committed to Equal Employment Opportunity and to attracting, retaining, developing, and promoting the most qualified employees without regard to race, gender, color, religion, sexual orientation, national origin, age, physical or mental disability, citizenship status, veteran status, or any other characteristic prohibited by law. We are dedicated to providing a work environment free from discrimination and harassment, where employees are treated with respect and dignity and encouraged to be their authentic selves.
Employment Type: Full-Time