What are the responsibilities and job description for the Customer Care Trainer position at CoServ?
Position Summary
The Customer Care Trainer supports the entire Customer Care department as it relates to imparting job knowledge. The primary focus is on developing and facilitating new hire and recurring training for the department. In addition, the role serves as a subject matter expert on all call handling procedures and Customer Information System functionality. The Customer Care Trainer works in a synergistic fashion with both frontline employees and contact center leadership.
Primary Position Responsibilities
- Develops and writes new hire and recurring training curriculum
- Facilitates new hire and recurring training for all CCSs that handle residential and commercial inquiries
- Creates, updates and maintains existing and new business processes
- Develops job aids to help CCSs perform duties more efficiently
- Tracks new hire and recurring training hours for departmental scorecard
- Conducts needs analysis for recurring training through remote call monitoring and floor observation
- Reviews Quality Assurance error report to determine if follow-up training is necessary
- Creates knowledge checks to assess agent process and procedure comprehension
- Selects and assigns mentors to new hires during the training process
- Makes recommendations on transitioning trainees from temporary to regular status
- Identifies essential training topics based on feedback from CCSs and leadership
- Recommends new approaches to improve and or enhance the training experience
- Reviews and analyzes metrics to track progress and impact of changes to processes.
- Complies with established CoServ safety and operating rules, procedures and guidelines including reporting unsafe practices to a supervisor.
- Complies with established CoServ Information Security Handbook, policies, procedures, and guidelines including reporting suspected information security incidents to Tech Support.
Secondary Position Responsibilities
Supervisory Responsibilities
Position Requirements
Experience, Education and Certifications Required
Experience, Education and Certifications Preferred
Skills and Abilities Required
Skills and Abilities Preferred
Physical Requirements
Other Requirements
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
