What are the responsibilities and job description for the Customer Service Trainer and Quality Assurance Coach position at Kizik?
Full Time Customer Service Trainer and Quality Assurance Coach
About Kizik:
There is more to life than working for another boring company with a boring product… At Kizik, we are revolutionizing the shoe world BUT all that success starts with people, and our people are the best! If your passion is people and customer service, Kizik could be your next home. So, what are we looking for specifically?
Job Summary:
As a Customer Service Trainer and Quality Assurance Coach, you will facilitate on-the-job coaching, update and maintain educational materials, and organize training sessions for new hires. Your role focuses on providing direction and feedback to the customer service representatives on your team. You will evaluate Customer Service Representatives' communication and interactions with customers to ensure company policies and procedures are consistently followed
Duties and Responsibilities:
- Develop a thorough understanding of all roles and responsibilities of a Customer Service Representative.
- Document and report on the performance of each Customer Service Representative on the team bi-weekly to the manager.
- Conduct bi-weekly 1:1 coaching session with Customer Service Representative on the team, providing feedback on CSAT scores, KPIs, and productivity metrics.
- Assist Customer Service Representative by answering questions and resolving any issues or concerns.
- Complete bi-weekly quality assurance reviews on Customer Service Representatives.
- Complete quality assurance audits when needing to address poor performance or lack of following policy and procedures when needed.
- Provide additional coaching and training sessions to Customer Service Representatives as needed.
- Motivate and encourage your team to deliver high-quality work and performance.
- Lead and guide your Customer Service team to provide the best possible Customer Service experience.
- Complete departmental side jobs that support operational fulfillment, including managing high-risk orders, processing physical returns, reviewing returns from social media channels, handling chargebacks, capturing payments, and printing return labels.
- Collaborate with other team members to address and solve problems efficiently.
- Complete all training classes for onboarding new hires.
- Train and guide new Customer Service Representatives in learning department policies, procedures, and platforms.
Required Skills/Abilities:
- Demonstrate the ability to effectively multi-task in a fast-paced environment.
- Engage customers professionally and friendly
- Ability to handle high-stress escalated conversations and resolve them effectively and in a timely manner.
- Excellent communication skills
- Proficient computer skills, including experience with Excel, Google Docs, and Canva
- Use provided tools and platforms to update and maintain training documents for the department.
- Continuously develop and implement improved methods for training and reviewing policies and procedures with the department.
- Must be at least 21 years of age
- Able to work well with other departments
Education/Experience:
- High School Graduate
- 2 Years work experience in call center or Customer Service in office position
- 2 years as a quality control/supervisor over customer service representative
- 1 years as a customer service trainer for on-boarding new hires
Working Conditions:
· Prolonged periods of sitting at a desk and working on a computer.
· Must be able to lift 15 pounds at times.
· Full-time, in-office position.
Job Type: Full-time
Salary: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Hybrid - some in office (Lindon) and some working from home
Salary : $18 - $20
