What are the responsibilities and job description for the Customer Service Trainer (Hybrid) position at Zoro?
Company Summary :
Zoro is an eCommerce company that's on a mission to help business owners get everything they need to run their businesses and thrive-from office supplies to power tools. But we're way more than a website. We're a team of great people with an award-winning culture. Check us out and see for yourself!
Key Responsibilities :
- Deliver Ongoing Training : Create and facilitate continuous training sessions to existing staff on new products, updates, or skills to improve service quality and efficiency.
- Coach and Mentor (in partnership with Supervisors) : Collaborate with Supervisors to identify coaching opportunities and provide targeted feedback and guidance to improve individual and team performance.
- Manage Classroom Activities involving facilitating both individual and group activities, ensuring the training sessions are interactive and effective.
- Communicate learners' successes and opportunities in real time in a direct, positive manner, and provide corrective action when necessary.
- Develop Training Programs : Create, update, and improve training materials, manuals, and programs tailored to the needs of customer service agents
- Utilize data to guide decision making strategies to improve learner performance in preparation for moving from training to production.
- Make recommendations following the corrective action process for learners up to and including termination for attendance, behavioral, or performance related issues in partnership with Training Manager and HR
- Maintain training records and other administrative tasks as required.
Minimum Qualifications :
Zoro Values and Inclusive Culture :
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.
We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
