Customer Experience Trainer

Location: Boca Raton, FL

Salary: $51,100.00

Summary

The Customer Experience Trainer is responsible for performing training needs assessments, designing, delivering curriculum, learning materials, and managing all phases of training interventions within the department by performing the following duties.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Conduct new hire training sessions and ongoing professional development workshops for customer service representatives.
• Assess training needs by consulting with supervisors, managers, and employees.
• Create, develop, and execute training materials, training schedules, and training curriculum.
• Development and implement multiple avenues of training delivery including in-person, video, web-based, self-guided and virtual programs.
• Develop and deliver multi-mode communication that convey a clear understanding of the unique needs of different audiences.
• Gather, review, and analyze course evaluations to determine effectiveness of training sessions. Recommend and implement approved revisions to course materials as necessary to improve training effectiveness.
• Responsible for facilitating skills programs in-person and virtually, ensuring learning transfer occurs through post-work and coaching, and assisting in needs assessment, design, development, and evaluation of learning programs.
• Assess training effectiveness to ensure incorporation of taught skills and techniques into employees work behavior
• Must maintain working knowledge of all department processes and procedures
• Provide timely reporting to Management
• Additional responsibilities as assigned or requested

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Bachelor's degree (or equivalent) education; or related experience and/or training; or equivalent combination of education and experience.

Other Qualifications

• Proven experience as a Customer Service Trainer, or in a similar training or coaching role.
• Strong knowledge of customer service processes and best practices.
• Excellent communication and presentation skills.
• Ability to engage and motivate trainees with diverse learning styles.
• Familiarity with learning management systems (LMS) and training tools.
• Strong organizational and time-management skills.
• Strong written and verbal communication skills
• Problem-solving and conflict resolution skills.
• Certification in training, customer service, or related fields is a plus.
• More than four (4) years’ experience as an inbound call center customer service representative

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.