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Customer Service Trainer (CSR)

Hammond, IN
Position:   Customer Service Trainer  (CSR)
Status:       Full-Time
Location:   Hammond, IN (46320)
 
Key Responsibilities
The Customer Service Trainer will be responsible for training, coaching and mentoring all Customer Service Representatives (CSR's) on how to deliver the best customer service possible.  The Customer Service Trainer will be responsible for the design, development and delivery of materials to train all CSR's on standardized Navision and rental package procedures, and CSR processes or procedures. 
 
General Duties
  • Train CSR’s on how to adequately address problems over the phone or how to write internal, vendor and customer correspondence.
  • Keep abreast of Microsoft NAV updates and training techniques and rental package updates.
  • Perform training needs assessments for new and current CSR's
  • Develop criteria for evaluating effectiveness of training activities. 
  • Maintain records of training conducted with CSR’s and evaluation of their competencies.
  • Work with Dept Heads in improving processes, documenting and teaching CSR's on procedural changes.
  • Create and maintain CSR SOP's, training content and materials, including version control.
  • Utilize learning theory, motivation theory, methods, and techniques to deliver Instructor-Led-Training (formal classes and informal groups) in various CRS applications and systems.
  • Provide coaching and consulting to specific CSR projects and team development on curriculum/training design how to develop and build long-term Customer relationships with internal and external customers.
  • Develop and periodically update all CSR SOPs, WI’s, forms and other tools utilized by CSR's.
  • Work with internal team to find ways to share their expertise effectively, including coaching them to develop and deliver learning resources of all kinds.
  • Participate in the design, coordination, and delivery of Customer Service initiatives
  • Perform training needs assessments for new and current CSR's
  • Observes and evaluates CSR performance relative to training program.  Make recommendations for improvement.
  • Process Customer Survey and analyze results.
  • Investigate customer's problems and find solutions.
  • Investigate major Customer incidents that cannot be resolved by agents.
  • Keep abreast of new company products and services, train staff.
  • Analyze data and statistics, compile and print reports on overall customer satisfaction.
  • Work with Leadership Team on Process Improvement Projects.
 
Experience Requirements:
  • At least 5 years of experience in designing, developing and delivering material to train all levels of personnel (requirement may be waived based on experience and potential).
  • Ability to travel +30% to our locations to provide hands-on training and support
  • BS/BA from a 4-year accredited college or university, or equivalent experience preferred.
  • Lesson Plan design and development.
  • Knowledge of Adult Learning Concepts (e.g. Andragogic Education).
 
PLEASE APPLY AT:  https://coderedhr.catsone.com/careers/
CODE RED SAFETY IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER;
MINORITY / FEMALE / DISABLED / VETERAN
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