Customer Service Training Supervisor designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Supervisor designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Supervisor assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a manager. The Customer Service Training Supervisor supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Customer Service Training Supervisor typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes.
Customer Service Training Manager designs and delivers training programs for customer service representatives, team leaders, and supervisors. Prepares instructive updates and details on new products, features, and service offerings. Being a Customer Service Training Manager designs a training curriculum and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. Creates and maintains documentation and resources used to instruct staff on service level standards, system tools, and policies and procedures. Additionally, Customer Service Training Manager assesses training effectiveness and defines future needs by reviewing and analyzing staff performance metrics. Typically requires a bachelor's degree. Typically reports to a head of a unit/department. The Customer Service Training Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Customer Service Training Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes.
Annuities Customer Service Representative processes orders and fulfills customer needs to ensure satisfaction. Answers consumer questions regarding annuity products or policies. Being an Annuities Customer Service Representative has strong working knowledge of annuities, current tax laws and other legislation that can impact the company's annuity contracts. May require a bachelor's degree. Additionally, Annuities Customer Service Representative typically reports to a supervisor or manager. The Annuities Customer Service Representative gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. To be an Annuities Customer Service Representative typically requires 2 to 4 years of related experience.
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The Customer Service Representative Coach II provides updates and details on new products, features, and service offerings. Delivers training programs for customer service representatives, team leaders, and supervisors. Being a Customer Service Representative Coach II instructs staff on service level standards, system tools, and policies and procedures. Leads skill development training and role-playing exercises to develop selling, service delivery, issue resolution, and interpersonal communication skills. In addition, Customer Service Representative Coach II provides input to assess training effectiveness and define future needs. May require a bachelor's degree. Typically reports to a supervisor or manager. Being a Customer Service Representative Coach II occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. Working as a Customer Service Representative Coach II typically requires 2 -4 years of related experience.