Customer Experience Trainer na None

Customer Experience Trainer

Summary of Duties:

The Customer Experience Trainer is a pivotal role responsible for advancing individual employee competencies through the design and implementation of comprehensive training programs in alignment with the Company’s core values. This role extends to specialized onboarding and training initiatives, particularly focusing on customer facing programs. Key responsibilities include conducting meticulous training needs assessments, crafting engaging curriculum, and delivering impactful learning sessions. The Customer Experience Trainer oversees all aspects of training interventions, ensuring their relevance and effectiveness.

Key Responsibilities:

• Work closely by collaborating with account management, CET Call Center management, Service Delivery management, project managers, and product development teams to understand specific training requirements.
• Design and develop effective training programs aligned with the Company’s core values.
• Conduct thorough training needs assessments to identify areas for improvement and skill gaps.
• Utilizing the current Learning Management System by creating and engaging impactful learning materials, curriculum, and resources tailored for various departments and the installer program.
• Generate comprehensive reports from the utilization of LMS program training effectiveness and propose improvements for future programs.
• Solicit and analyze feedback from participants to make informed adjustments and improvements to training programs.
• Deliver comprehensive training sessions using various methodologies to ensure effective knowledge transfer and skill development.
• Working in tandem with the Quality Assurance Coordinator by overseeing all phases of training interventions, from planning and implementation to evaluation, with a focus on Learning Management System effectiveness.
• Continuously assess and adjust training strategies to meet evolving organizational needs and industry trends.
• Ensure that all training activities, including installer program onboarding, comply with relevant laws, regulations, and industry standards.
• Coordinate with the department’s onboarding point of contact to ensure timely scheduling of the new hire training sessions in alignment with the department's training curriculum.
• Collaborate with relevant stakeholders to understand company requirements and customize training content accordingly.
• Maintain accurate records of all training activities, attendance, and feedback.
• Periodically evaluate ongoing programs to ensure that they reflect any changes.
• Stay updated on training technologies and tools, integrating relevant tools to enhance training efficiency by exploring innovative methods, such as e-learning modules, to complement traditional training approaches.

Training Coordinator Skills/Qualifications:

• Bachelor’s Degree required.
• Fluent in American Sign Language preferred
• Knowledge of training/teaching methods suitable for Deaf participants
• Knowledge of Learning Management System and its tools
• At least 3 years of formal training or teaching experience
• Work experience in a high-performing customer service or sales organization
• Excellent communication skills and English reading and writing skills
• Advanced use of MS Word and MS PowerPoint, Proficiency at MS Excel
• Highly developed communication and coaching skills, both visual and verbal
• Knowledge of Customer Satisfaction survey metrics and consult with leadership to improve services
• Planning and organizational skills
• Effective time management skills
• Interpersonal sensitivity
• Ability to develop and deliver training material via digital media

Physical Requirements:  

Employees may experience the following physical demands for extended periods of time: 

• Sitting, standing and walking (95-100%) 
• Keyboarding (80-90%) 
• Viewing computer monitor and/or videophone (80-100%)  
• Some travel required

Disclaimer:  

The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.  Employees are expected to follow their supervisor's instructions and to perform the tasks requested by their supervisors.