What are the responsibilities and job description for the Customer Care Trainer position at American Eagle Outfitters?
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Trainer - Customer Care
JOB DESCRIPTION:
The Trainer - Customer Care is responsible for educating our internal customer care teams on the AEO, Inc. brand in order to provide best-in-class customer service. Support and administer all aspects of Global Customer Care training on brand, policy, procedures and operations. Provide training ensuring a great, consistent customer experience.
RESPONSIBILITIES:
- Train internal contact center partners on brand & product, policy & procedure, and operations
- Maintain training records, including scheduling classes and equipment. Update training calendar and training room set ups
- Send and manage communication such as notices, invitations and responses for scheduled classes
- Partner with internal teams to collect training content
- Collaborate with business partners to ensure curriculum is relevant and incorporates best practices to drive consistent execution
- Gather and evaluate information on agents to identify areas that need additional training
- Analyze training needs to formulate learning systems and performance improvement solutions
- Monitor and evaluate the effectiveness of the curriculum by creating and implementing measures with Customer Care Supervisors to track outcomes and to ensure alignment with company objectives
- Educate internal customer care teams on AEO, Inc. brand in order to provide best-in-class customer service
- Collaborate with internal team to ensure they are using proper training materials
- Partner with quality, reporting and forecasting teams to understand like issues from customer calls and document content when needed to train for handling these issues
- Create training timelines for internal team
- Structure training and analytics based on insights from quality team
- Inform employees on schedules, training and track progress
- Additional responsibilities as assigned
QUALIFICATIONS:
- Bachelor’s Degree in Business Administration, or related field
- 3 years’ experience in specialty retail, customer service and/or training
- Experience in presentation skills
- Strong analytical prioritizing, interpersonal, problem-solving and organizational skills
- Ability to work with and influence peers and senior management
- Excellent verbal and communication skills
- Demonstrate collaborative skills and ability to work well within a team
- Ability to work in a fast-paced and deadline-oriented environment
- Self-motivated with critical attention to detail, deadlines and reporting
AEO is an Equal Opportunity Employer and is committed to complying with all federal, state and local equal employment opportunity ("EEO") laws. AEO prohibits discrimination against associates and applicants for employment because of the individual's race or color, religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, disability, gender identity or expression, marital or partnership status, domestic violence or stalking victim status, genetic information or predisposing genetic characteristics, military or veteran status, or any other characteristic protected by law. This applies to all AEO activities, including, but not limited to, recruitment, hiring, compensation, assignment, training, promotion, performance evaluation, discipline and discharge. AEO also provides reasonable accommodation of religion and disability in accordance with applicable law.
Board Certified Behavior Analyst (BCBA) - Pittsburgh Master Trainer
Safety-Care by QBS -
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Board Certified Behavior Analyst (BCBA) - Pittsburgh Master Trainer
QBS, provider of Safety-Care -
Pittsburgh, PA
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Grindstone, PA