What are the responsibilities and job description for the Trainer position at LIONEL HENDERSON INC?
We are looking for a NFIP Customer Service Trainer to educate our customer service teams by conducting training sessions and interactive courses. NFIP Customer Service Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires. If you’re familiar with teaching soft skills like interpersonal and problem-solving, we’d like to meet with you. Ultimately, you will make sure our customer service representatives develop their skills and successfully address callers’ needs.
Detailed Duties and Responsibilities:
- Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
- Prepare procedures and policies regarding customer service techniques and appropriate agent conduct.
- Schedule and conduct training sessions on various call center topics to prepare and support new employees.
- Conduct role-playing activities to develop interpersonal skills (e.g. problem-solving, teamwork and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g. huddles, monthly or quarterly)
- Coordinate with managers and encourage on-the-job coaching (e.g. how to handle difficult callers)
- Coordinate mentorship programs for new customer service representatives
- Measure the effectiveness of training sessions and prepare individual or team progress reports.
- Maintain updated records of training curricula and material
- Regularly monitors performance and provides coaching for performance improvement.
- Interface with the Call Center management team to determine training requirements to ensure that appropriate training and development is in place to address customer satisfaction.
- Take client calls and backfill as a CSR if not conducting training.
- Attend client calibration if not conducting training.
- Other duties as assigned.
Job Requirements
Required Knowledge, Skills, and Abilities:
- Good communication, interpersonal, and conflict resolution skills.
- Strong teaching abilities and mentoring skills.
- Excellent knowledge of customer service best practices.
- Demonstrated training abilities.
- Type at least 30wpm after corrections for error.
- Microsoft Office proficiency
- Organizational skills with the ability to handle multiple assignments
Required Education, Experience, and Professional Certification:
- High School Diploma or GED
- Bachelor’s Degree in Training/Adult Learning or a related field ; 10 or more years in a Professional Training Environment may be substituted for Bachelor's Degree.
Preferred Education, and Professional Certification:
- Additional certification in business leadership, eLearning software, or adult education and training.
- Specific experience in the Call Center industry.
Work Environment
- Must be able to work remotely as well as onsite in the office.
Lionel Henderson, is an Equal Opportunity & Affirmative Action Employer and does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor. EOE/Minorities/Females/Vet/Disabled.
Salary : $41,900 - $53,100
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