About the Role:

Our Trainer will be committed to curating and expanding the training program for our team; Our ideal training program would teach concepts, engage trainees through many different styles of learning, and nurture the company mindset of providing a white glove customer service. Our goal as the Customer Service Team is to scale quickly but still produce outstanding efficient Customer Service Agents that will continuously delight our customers. 

About You:

You are bright and inspiring with an indefatigable energy and positive attitude. You’re great at actively listening, and ask the right follow-up questions to clarify understanding and encourage learning. You enjoy working as a self-starter but can also collaborate with others when necessary. You’re open to constructive feedback and enjoy providing the same for your colleagues and peers. You thoroughly enjoy seeing others succeed in their role. Your teaching styles are flexible to tailor a program that would fit a person's learning style. You have the ability to embrace company culture and mindset and would encourage the same company mindset with new employees as they embark on their career with us. 

Primary Responsibilities:

• Deliver a motivating and inspiring training experience for new hires in the classroom and during on the job training for the full onboarding experience.
• Prepare new hires to become effective representatives by relaying our culture,  mindset, policies, and procedures.
• Responsible for designing, coordinating, and facilitating training strategy to deliver a best in-class customer experience team.
• Relaying information in a way that is engaging and easy to understand
• Assess and address gaps in trainee understanding or training material utilizing adult learning principles and theories
• Communicating trainees’ success and opportunities in real time in a direct positive manner, and providing coaching actions when necessary
• Provide guidance on how to de-escalate issues as needed
• Operate with understanding, active listening, patience, empathy and kindness
• Other duties as assigned

Required Qualifications: 

• Experience leading training sessions for new hires
• Previous experience in customer service and/or other high-volume service-oriented industry
• Experience in training technology platforms, virtual facilitation skills a plus
• Demonstrate excellent communication skills (written, verbal and listening)
• Proficiency using computers, both for data entry as well as for rapid navigation through systems and the internet to search for information to help support team members
• Ability to thrive in a fast paced and ever-changing environment 
• A hands-on attitude and high sense of urgency to resolve service issues and ensure customer delight
• Proven experience setting goals, comfortable providing feedback and coaching to agents.