Trainer (M-F ; Remote)

Join a rock star team of customer care experts at Five Star Call Centers. Headquartered in Sioux Falls, SD, we’ve been helping companies across the U.S. deliver great customer experiences for over 35 years – all with a casual, fun culture built to help you grow your career. So, what does that exactly mean? You’ll work in a great environment while developing our team members to assist people that contact us with their customer service needs.

Position Responsibilities

• Successfully conduct training on systems, specialized accounts and their systems as assigned
• Conduct ongoing skills training/retraining with existing employees
• Utilize associate call recordings, as deemed necessary to assist with training issues
• Identify new training needs and resolve training issues in a timely manner
• Develop and/or administer e-learning training modules and worksheets
• Work with the Workforce Team to schedule time for employees to view e-learning modules
• Meet with Managers to discuss performance of their employees during training
• Assist in developing standards for Quality
• Assist with Quality monitoring
• Develop and update training curriculum and materials
• Assist with tracking training hours
• Provide follow-up coaching to new employees after training if needed
• Assist associates with training related procedural questions
• Provide associate job performance input for job reviews if requested
• Take incoming calls from customers while recording accurate information.
• Be able to train remotely
• Perform other duties as assigned, management reserves the right to assign or reassign functions and responsibilities to this job description at any time.
  

Duties/Responsibilities

• Ability to maintain confidential information.
• Ability to speak confidently and professionally on the phone and in person.
• Create effective & accurate correspondence, memos, and reports.
• Ability to reason, analyze, and think quickly.
• Multi-task and be versatile.
• Demonstrate initiative and self-motivation.
• Identify opportunities for improvement.
• Must be accurate and detail oriented.
• Must be able to speak, read, write, and understand English
  

Required Skills/Abilities

• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Maintaining composure in challenging situations
• Ability to use technology effectively and productively
• Regularly required to sit
• Regularly required to use hands to feel, handle and control objects
• Occasionally required to reach, stoop, kneel, or crouch
• Occasionally required to lift and/or carry loads of up to 30 lbs.
• All standard vision abilities are required
• All standard hearing abilities are required
• Must be able to pass a background check applicable with state and federal laws
  

Education and Experience

• Prior 1 year training experience required
• Trainer certification a plus!
• A high school diploma or GED is preferred
• Prior 1 year call center experience preferred
• Must be at least 18 years of age
  

Pay & Benefits

Pay - Hourly / d epends on experience
Work hours - Typically Mon-Fri 9:00am-6:00pm (EST) ; Occasional nights and wkds with advance notice
Status - Full Time ; Benefit eligible 1st of month after 60 days - click to see benefits-at-a-glance
This is a remote position. You must reside in the state of Florida. To work remotely you m ust have verified internet service(secure, reliable and dedicated high speed is required to support business needs) and an established dedicated work area (desk, chair, electrical outlet, direct LAN connection.) Company will provide equipment.

The above statements are intended to describe the general nature and level of work and are not intended to be an exhaustive list of all responsibilities, duties, and skills required of the job.

Five Star Call Centers values diversity and is committed to cultivating a professional, diverse workforce by hiring the best people available and providing the best service possible to our customers. Five Star Call Centers is an EOE/Veterans/Disabled/LGBT employer and participates in the E-verify program.