Sample Job Description for Customer Service Representative Coach II
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Customer Service Representative Coach II Job Overview
Customer Service Representative Coach II Job Description Sample
Delivers training programs for customer service representatives, team leaders, and supervisors.
JOB LEVEL
P02
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Supervisor or Manager
Salary Range
BASE 50%
$60,220
TOTAL 50%
$62,710
Job Responsibilities for Customer Service Representative Coach II
Provides updates and details on new products, features, and service offerings. Leads skill development training and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Instructs staff on service level standards, system tools, and policies and procedures. Provides input to assess training effectiveness and define future needs.
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| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Coach/Trainer I | The Sales Coach/Trainer I designs and delivers training sessions on company products, business practices, and other topics as needed. Ensures the maximum effectiveness of the sales force by developing and implementing training programs. Being a Sales Coach/Trainer I requires a bachelor's degree in a related area. Monitors and reports on the effectiveness of training programs and may conduct initial needs analysis. In addition, Sales Coach/Trainer I typically reports to a supervisor or manager. Working as a Sales Coach/Trainer I typically requires 0-2 years of related experience. Works on projects/matters of limited complexity in a support role. Work is closely managed. |
| 2 | Sales Coach/Trainer II | The Sales Coach/Trainer II designs and delivers training sessions on company products, business practices, and other topics as needed. Ensures the maximum effectiveness of the sales force by developing and implementing training programs. Being a Sales Coach/Trainer II requires a bachelor's degree in a related area. Monitors and reports on the effectiveness of training programs and may conduct initial needs analysis. In addition, Sales Coach/Trainer II typically reports to a supervisor or manager. Working as a Sales Coach/Trainer II typically requires 2 to 4 years of related experience. Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. |
| 3 | Sales Coach/Trainer IV | The Sales Coach/Trainer IV designs and delivers training sessions on company products, business practices, industry context, competitive information, and other topics as needed. Develops and implements sales training programs to prepare salespeople to discuss products and engage with potential customers or opportunities. Being a Sales Coach/Trainer IV monitors and reports on sales metrics to determine the effectiveness of training programs. Helps onboard new salespeople. In addition, Sales Coach/Trainer IV may conduct skill gap analysis and needs analysis to inform the creation or administration of new training programs. Requires a bachelor's degree. Typically reports to a supervisor or manager. Being a Sales Coach/Trainer IV work is highly independent. May assume a team lead role for the work group. A specialist on complex technical and business matters. Working as a Sales Coach/Trainer IV typically requires 7+ years of related experience. |
| 4 | Sales Coach/Trainer III | The Sales Coach/Trainer III designs and delivers training sessions on company products, business practices, and other topics as needed. Ensures the maximum effectiveness of the sales force by developing and implementing training programs. Being a Sales Coach/Trainer III requires a bachelor's degree in a related area. Monitors and reports on the effectiveness of training programs and may conduct initial needs analysis. In addition, Sales Coach/Trainer III typically reports to a supervisor or manager. Working as a Sales Coach/Trainer III typically requires 4 to 7 years of related experience. Contributes to moderately complex aspects of a project. Work is generally independent and collaborative in nature. |
| 5 | Tech Training Instructor II | The Tech Training Instructor II determines training objectives. Creates and conducts technical training programs. Being a Tech Training Instructor II lectures on the safety, installation, programming, maintenance, and repair of software, machinery, and equipment. Writes training programs, including outline, text, handouts, and tests, and designs laboratory exercises. In addition, Tech Training Instructor II administers written and practical exams and writes performance reports to evaluate trainees' performance. Requires a bachelor's degree. Typically reports to a manager. Being a Tech Training Instructor II occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. Working as a Tech Training Instructor II typically requires 2 -4 years of related experience. |
Customer Service Representative Coach II Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Standard Operating Procedures (SOP) | Level 3 |
| Service Excellence | Level 3 |
| Fostering Teamwork | Level 3 |
