[Hiring] Customer Service Trainer at RealTruck, Inc.

Description

POSITION SUMMARY

The Customer Service Trainer Service will be responsible for researching, planning, developing, and conducting training programs to ensure that contact center representatives possess thorough product and process knowledge and provide excellent customer service.

CORE FUNCTIONS

• Design, develop, and maintain all training materials, job aids, and curriculum for contact centers across brands and divisions.
• Utilize a variety of training methodologies, techniques, adult learning concepts, learning tools, and practices to ensure maximum effectiveness.
• Conduct research and collect reference materials related to product, vehicle, and industry knowledge to ensure that training materials are kept up to date.
• Plan, organize, and conduct classroom training and follow-up support to newly hired employees, existing contact center staff, and other brands.
• Assess training effectiveness using surveys, evaluations, and questionnaires.
• Improve training effectiveness by meeting with Quality Assurance and Management staff to determine areas of opportunity and developing new approaches and techniques.
• Manage the assignment of required supplemental training coursework through the UKG Garage and ensure that coursework is completed timely by staff.
• Communicate regular status updates to management staff during training sessions through SWOT analysis.
• Perform other related duties as required or requested.

QUALIFICATIONS & REQUIREMENTS

Education and Experience

• High school diploma or GED required. Bachelor’s degree preferred.
• 3+ years Operations or Contact Center experience and demonstrated an understanding of the challenges faced in the consumer and business to business operations environment

Required Licenses

• None.

Skills, Abilities, and Knowledge

• Strong organizational skills and demonstrated agility and ability to manage multiple and sometimes competing for priorities.
• Demonstrates above average product, vehicle, and industry knowledge.
• Excellent verbal, interpersonal, and written communication skills.
• Demonstrates problem-solving ability and creativity.
• Intermediate skill in Microsoft Office applications and on-line meeting/learning tools.
• Comfortable and effective in large group presentation settings.
• Develop self by continuously learning, giving and receiving feedback, and being open to different perspectives

Travel

• Minimal travel is required; 10% or less.

COMPETENCIES

• Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs work flows and procedures.
• Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Follows policies and procedures; Completes tasks correctly and on time; Supports organization’s goals and values; Supports affirmative actions and respects diversity.
• Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

SUPERVISOR RESPONSIBILITIES

• Individual Contributor: working team member with no oversight of others and no management responsibilities.

PHYSICAL REQUIREMENTS

• This position is subject to Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Sedentary work involved sitting most of the time. Walking and standing are required only occasionally.

Physical Activity

• This role is subject to the following physical activities: talking, hearing, the use of fingers to pick, pinch, and type.

Visual Acuity

• The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (including inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.

Working Conditions

• This position operates in a professional office environment. This role routinely uses standard office equipment.

RealTruck is the premier manufacturer and digital destination of accessories for truck, Jeep®, Bronco® and off-road enthusiasts around the world. Globally headquartered in Ann Arbor, Michigan, RealTruck’s 6,000+ associates operate from 35+ facilities across four continents. RealTruck’s industry leading product portfolio, which includes the Husky Liners total vehicle protection brand, boasts over 1,000 patents and pending applications. The company’s omni-channel retail approach delivers a seamless consumer experience online at RealTruck.com, as well as through its 12,000+ dealer network and automotive (OEM) partnerships.