What are the responsibilities and job description for the Customer Service Trainer position at Colibri?
Customer Service Trainer
This position may be located in either St. Louis, MO or Warren, PA
Colibri Group is a family of brands (McKissock, Elite, Fitzgerald Health, Western Schools, Real Estate Express, Superior School of Real Estate, Allied School of Real Estate, The Institute for Luxury Home Marketing, Securities Training Corporation ASREB, HONDROS and XCEL Testing Solutions) that provide learning solutions for licensed professionals in over 20 fields, including real estate, property appraisal, engineering, nursing, social work, massage therapy and cosmetology. Our companies are taking mandated professional education to the next level as we produce tools, courses, and job aids that help customers achieve more in their days and their careers. We help professionals become licensed, stay licensed and gain the skills to perform at the top of their fields.
We are currently seeking a Customer Service Trainer to join our growing team at Colibri.
Essential Duties and Responsibilities:
The Customer Service Trainer will oversee the daily activities associated with the training of our customer service staff for a fast-paced dynamic environment. The Trainer is responsible for leading training of new agents across all brands. It is critical for this person to have the ability to adapt to different learning styles and bring the fun to work while driving high performance within this team. This person should have the ability to develop a culture of learning within the customer service organization to support a world class service and knowledge center of excellence.
- Collaborate with the training team to deliver training course deliverables that meet the needs of a dynamic growing customer service team, business needs and quality standards.
- Review, evaluate, and modify existing and proposed programs as requested by training manager.
- Organize training sessions to deliver video and live training programs as needed to achieve business outcomes and effective transfer of learning in the workplace.
- Effectively support cross training within all National Customer Service Colibri ecosystems and brands.
- In collaboration with Quality assurance department participate in post training audits and assessment of learning outcomes.
- Measure effectiveness of the learner’s performance in the workplace.
- Support the learner on post training calls as requested by training manager
- Drive use and adoption Knowledge base across brands and product lines and maintain a library of training aids.
- Forge relationships with internal customer service team leads across all brands to ensure that both tactical and strategic goals and outcomes are met as it relates to building bench strength and improving retention within the agent population post training.
- Deliver training programs and materials to ensure business meets performance and quality standards that create customers for life while achieving business goals with emphasis on product knowledge, customer service skills and upselling across all brands.
- Provide confidential coaching/facilitation and work closely with all levels of operations staff to ensure the integrity of training and provide highly skilled feedback on operations and informal skills-based coaching.
- Maintain updated knowledge of the Contact Center performance requirements as well as all brand product offerings, policies, and procedures.
- As a subject matter expert support back up in phones as periodically requested
- Collaborate with training team to communicate updates to operations staff on changes regarding product information, policies, and procedures.
Experience required:
- Passionate about creating Raving Fans and Customers for Life.
- Proven ability to develop, coach and mentor our “Rising Stars”.
- Previous experience on content and design of coursework.
- Strong written and verbal communication skills.
- Bachelor's degree in related field.
- 2-3 years of relevant customer service experience desirable.
- Knowledge of CRM’s and phone systems (8x8 preferable).
- Bachelor's degree or equivalent combination of education or work experience considered in lieu of degree.
- Experience in a customer service call center environment.
About Colibri Group
Colibri provides learning solutions to help individuals obtain professional licensure, maintain their standing with continuing education and upskill through professional development to be the best in their fields. Through a collection of brands, we serve over 1,000,000 professionals each year within the Real Estate, Healthcare, Financial Services and Appraisal industries, among others
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