The CSR Training Specialist is responsible for designing, developing, and delivering training programs for Customer Service Representatives (CSRs) across the organization. This role will focus on enhancing the knowledge, skills, and performance of CSRs to ensure a high level of customer satisfaction and service excellence. The CSR Training Specialist will work closely with the EDG (Enterprise Dealer Group) Training Manager to create tailored training modules, facilitate sessions, and provide ongoing support for CSR development.
Responsibilities :
- Training Program Development
Design and develop comprehensive training programs tailored for CSR roles, including onboarding, soft skills training, product knowledge, and system navigation (e.g., IFS - Enterprise Resource Planning system and Ring Central).
Create and maintain engaging and interactive training materials, including presentations, job aids, videos, and e-learning modules.Create assessments, quizzes, and knowledge checks to evaluate CSR understanding and proficiency in customer service protocols, products, and systems.Collect feedback from trainees and monitor the effectiveness of training programs through surveys and post-training evaluations.Analyze training results and suggest improvements to enhance program quality and relevance.Training DeliveryFacilitate in-person and virtual training sessions for new hires and existing CSRs such as hands-on workshops, role-playing exercises, classroom-style training, one-on-one coaching, and job shadowing activities to ensure knowledge transfer.
Provide ongoing training and development support to CSRs, focusing on customer interaction, conflict resolution, and service excellence.Manage training schedules, logistics, and resources for in-person and virtual sessions.Ensure that all training materials and resources are readily accessible and properly organized.Maintain accurate records of training participation, completion, and performance results.Collaboration and SupportWork closely with the Centralized Training Team Manager, the Culligan University Team and other department leaders to ensure alignment of training with business goals.
Partner with Business unit and branch level leaders to identify and leverage Subject Matter Experts to gather input on content when creating or updating training program materials.Collaborate with product teams, customer service management and other departments to stay informed of updates or changes as well as new system integrations that need to be reflected in training.Requirements :
Bachelor's Degree (B.S.) in Business, Human Resources, Education or related fieldAdditional certifications in training, facilitation or instructional design are a plus3 years experience in customer service or training and development, preferably in a customer-facing role30% travel requiredExperience analyzing company needs to drive training lesson planning, development and implementationProven experience in designing and delivering training programs, particularly for customer service teamsExcellent facilitation and coaching abilities, with a focus on hands-on learningProficient in instructional design principles and e-learning tools (e.g., Articulate, Captivate, or similar)Familiarity with customer service software and tools such as Ring Central, IFS, and Microsoft Office Suite is preferredStrong organizational and project management skills to manage multiple training initiatives simultaneouslyLI-ES1
