at Agiliti, Inc. in Minneapolis, Minnesota, United States
Job Description
Job Description:
POSITION SUMMARY
The Customer Care Trainer plays a pivotal role in enhancing the performance of the customer care team through training creation and delivery. The trainer manages and delivers training for new hire and existing customer care agents and coaches them on how to deliver an exceptional customer service experience by ensuring team members are knowledgeable about Agiliti and their role with the company. The trainer is responsible for converting department documentation into training-ready material to be used for both onsite and remote training delivery.PRIMARY Objectives AND RESPONSIBILITIES
Create and implement training programs for new hires and ongoing training for existing staff.
Oversee the planning and delivery of training for new hires through orienting, training, and coaching.
Ensure that employees understand product knowledge, company policies, system processes, and customer service protocols.
Assists in ensuring department resources and process documentation are kept up to date and relevant by identifying common customer queries or issues and suggesting process improvements.
In conjunction with customer care managers and supervisors, evaluates the effectiveness of training programs and modifies as necessary.
Partners with product, solutions, and other departments to identify and prepare for changes impacting the customer care organization.
Ensures that the customer care team they train has excellent communication, problem solving and professional etiquette skills for achieving customer satisfaction.
Serves as a subject matter expert for the customer care organization.
Creates reports on training activities and results for management review.
Perform other responsibilities as defined and requested by your direct manager.
Qualifications
4-year degree is preferred, or 4 years of equivalent professional work experience in similar/related role required.
Experience in training development and/or delivery is strongly preferred, with additional certification in business leadership, eLearning software, or adult education and training is a plus.
Knowledge of customer service teams and systems working in a contact center and/or back-office environment preferred.
Possess a strong work ethic and team player mentality - demonstrated ability to work independently and as a team to reach mutual team goals.
Excellent oral and written communications skills are required.
Able to work collaboratively across departments and various levels.
Ability to maintain confidentiality.
Strong teaching and mentoring abilities. Excellent oral, written, and interpersonal communication skills.
Functional knowledge of Microsoft Office tools with strong MS Powerpoint (or equivalent) preferred.
Healthcareindustryknowledgepreferred.
Knowledge and experience of company products and services is a plus.
Ability to work a flexible work schedule in support of business needs is a plus.
Position requires flexibility for up to 20% travelKnowledge, skills and abilities
Strong Communication Skills: Ability to communicate effectively in both verbal and written formats. Attentive to the needs of the team and responds quickly and competently to requests. Uses customer-oriented verbal and written etiquette to gather information.
Business Savvy: Easily identifies reasons for problems and can find effective solutions. Capable of facilitating discussions between individuals with differing perspectives. Committed to meeting quality standards. Solves complex problems by gathering and analyzing information and evaluating options. Exhibits thorough knowledge of team processes.
Product Knowledge: Solid knowledge of all relevant Agiliti products and solutions to explain product features and benefits, including competitive products. Understands the market, the customer and competition; applies independent judgment to recommend products and solutions for a given customer's situation.
Organization Skills: Ability to balance multiple priorities, objectives, and customer obligations in afast-pacedandever-changingenvironment. Plan and organize work to meet changing priorities and deadlines. Applies time management skills critical to success. Perform highly detailed work on multiple concurrent tasks, work with constant interruptions.
Relationship Building and Influence Ability to interact effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality. Establish and maintain cooperative working relationships with those contacted in the course of work.
Strategic Vision: Ability to conceptualize and express a strong vision of the goals and strategy for the organization.... For full info follow application link.
We are proud to be an EEO/AA Employer/Vet/Disabled. We maintain a drug-free workplace and perform pre-employment background and drug testing.
