The CS Trainer shall ensure that the CS staff at CR&R receive superior training on the use of our software, quality program and reference materials. The trainer’s goal is to ensure the team can successfully apply trained practices to work situations with the aim of achieving the highest possible level of personal, team, and customer satisfaction. The successful trainer will view their role as a blend of educator, instructor, best practices and productivity coach, skills assessor and training material designer.
Primary Duties and Responsibilities:
Will require in-depth knowledge of CR&R’s policies, procedures and practices in order to facilitate training classes, quick huddles and quality assurance sessions to develop the customer service team that ensure the delivery of World Class Customer Service to our diverse universe of customers.
Update and maintain customer service policies and procedures manual to keep up with ongoing improvements, changes, and company growth.
Responsible for ensuring that customer service representatives receive comprehensive, effective, and timely training to enable them to effectively use the systems and applications that CR&R has developed, acquired or customized.
The trainer will serve as a backup to Quality Assurance lead, helping CSRs identify their strength and weaknesses with our quality program on monitored calls to inspire performance improvement.
Plan, design, develop and maintain class training materials, quick reference guides, frequently asked questions, exhibits and unique listings.
Assists in on-going development of CSRs for handling all call types from all serviced areas.
Exercise on-going recognition that will support a positive environment.
Gather and compose training materials through due diligence and physical site visits (as required) in order to facilitate training for CS team.
Provide flexible training schedules in order to conduct ongoing trainings for CS team; includes some weekends and evening hours.
Must have strong communication skills (oral and written) and experience with industry knowledge to understand concepts, practices, and procedures.
Must be self-motivated, self-managed and be able to multi-task with efficient time management skills.
Experienced in using Adobe InDesign, Adobe Pro, MS Word, and PowerPoint to create and maintain training materials.
Must be able to meet deadlines and create processes that allow the CS Department to hit their goals and objectives.