What are the responsibilities and job description for the Customer Care Trainer position at Johnny's Selected Seeds?
Job Description
Job Description
Johnny's Selected Seeds was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned . Johnny's mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service .
Johnny's is renowned for our exceptional customer service offering seeds, tools, supplies and information to direct market growers and avid home gardeners. We source, breed, trial, and sell outstanding selected varieties of vegetables, cut flowers, herbs, and farm seed, as well as thoughtfully designed tools and equipment. We take pride in the wealth of information and depth of experience we offer our customer base, nationwide and globally.
If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny's may be the place for you!
Customer Care Trainer
Onsite Fairfield, ME
Position Summary
Reporting to the Shared Services Manager, the Customer Care Trainer trains and supports all training across our Customer Care groups. The Trainer is responsible for evaluating our needs and current practices, and for creating, delivering, and maintaining a training development plan complete with online modules, and SOP instruction guides. The Trainer is also responsible for ensuring Contact Center Representatives interact with customers in accordance with Johnny's set guidelines and will monitor and assess the quality of Contact Center Representative and customer interaction across all the Customer Care groups and communication methods including phone calls (inbound and outbound), emails, and live chat.
This position is full-time, year-round, on-site at Johnny's Selected Seeds Business Office in Fairfield, Maine
Responsibilities
- Develop a process to assess training needs
- Schedule, communicate, and instruct employee training and ongoing training needs
- Create training strategies, initiatives, and materials such as online resources and training docs.
- Contact and utilize others within the company for resources for instructional training
- Test and review created materials
- Maintain a database of all up to date training materials
- Monitoring and assessing performance against a set of criteria
- Provide QM feedback to Sales and Customer Service agents by offering constructive feedback on what areas can be improved as well as areas that are executed well.
- Develop a metric for Quality Scores to track individual and team performance
- Preparing reports for management on where the Contact Center has improved and where it could improve further
- Ongoing implementation of agent training and coaching initiatives
Education
Qualifications & Skills
Physical Requirements
Benefits
Johnny's Selected Seeds is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.
