Customer Experience Trainer I

The Customer Operations Trainer develops and provides training and continuing education for new and tenured associates. This work includes career development, orientation of new hires, training on system use, policies, procedures, and ongoing competency of tenured associates. Assists with QA monitoring, feedback, and coaching. Works in collaboration with other departments and leadership around training need assessments, evaluations, and design. Evaluates and updates training programs to ensure accurate, timely courses which meet requirements. Assures that a high level of service orientation is embedded within the culture of the company. Adjusts training to meet individual learning styles and needs. Conducts evaluations for all courses and engages in continuous process improvement.

Responsibilities:

• Conducts customer service training as well as training in other various areas (including personal development skills) and soft skills.
• Confers with management, supervisors and employees to gain knowledge of work situations requiring ongoing training/continuing education, and to better understand ongoing changes in policies, procedures, regulations, business initiatives and technologies.
• Formulates teaching materials and determine instructional methods such as individual training, group instruction, lectures, demonstrations, meetings and workshops.
• Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops.  Keeps reference materials updated.
• Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Tests trainees to measure progress and to assess the effectiveness of training.
• Reports on progress of employees under guidance during training periods. Maintain trainee records.
• Identifies areas of opportunity for development of skills for career and personal growth.
• Provide Coaching and performance Feedback based on needs.

The following listed requirements need to be met at a minimum level to be considered for the job:

• Bachelor’s degree or equivalent experience in Business or related field. 
• SAP, ERP, or Business Systems experience required. 
• Minimum two (2) years’ previous experience as a trainer, corporate training specialist, or related position.
• Minimum two (2) years’ experience using blended learning principles including Learning Management Systems (LMS), Computer based courses, classroom and workshop education, and research in best methods for content delivery.
• Experience with state of the art technologies and best practices for authoring instructional manuals and leading teaching platforms.
• Excellent time and classroom management skills.
• A positive leader with proven ability in teaching, facilitation, and creative problem solving.
• Possess solid presentation experience using flexible delivery methods (lecture, computer-based/assisted, facilitation, and cooperative learning) and tools/technology is preferred.
• Ability to learn and adapt to new technologies and changing processes.
• Have awareness and experience in design, development, implementation, and evaluation of training plans, curricula, and methodology.
• Possess excellent skills with MS Office (Word, PowerPoint, Outlook, and Excel) and instructional software.
• Have a naturally positive attitude.
• Outstanding problem solving and organizational skills.  Ability to help assess organizational training needs.
• Ability to independently take on large projects and manage multiple, competing priorities while maintaining excellence in communication and customer service.
• Perform accurate and complete work, within deadlines, with or without direct supervision.
• Ability to take initiative and make decisions.