Customer Support Training Specialist

June 13

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💰 $30M Series C on 2022-02

Description

• Become the subject matter expert on processes, and procedures to craft training content that will elevate the customer experience. • Become the subject matter expert on processes, and procedures to teach those skills to newly hired employees at various levels of the org. • Make suggestions to improve workflows that will enhance the customer experience. • Ensure customer satisfaction metrics are met for training programs. • Prepares and maintains training content to coordinate, develop, design and maintain team and individual training materials. • Organizes training programs designed to give newly-hired employees the skills to be successful in the role, including systems and customer service soft skills. • Coordinates training of end-users for new department procedures/processes, and new workflows as needed. • Works closely with the Quality Assurance team to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement. • Monitors new hire progress for the first 30 days of live customer interactions. • Reviews interactions for the purpose of creating effective training that supports service skills, adherence to internal processes and quality of the customer service delivered. • Provides Team Leaders and Managers with regular agent performance feedback throughout the training process. • Provides individualized feedback to newly hired employees to address performance gaps. • Supports and suggests improvements/recommendations to meet the highest level of customer experience. • Supports in live training classes regularly.

Requirements

• 3 + years of call center customer service experience in an inbound contact center. • 3 + years experience as a customer service representative or tech support trainer. • 2+ training in content writing. • 1+ years of Google Suite experience.