Customer Service Trainer Job at Eco-Life Employment Group in Houston

The Customer Service Trainer is responsible for conducting all training for customer service representatives (CSRs) to ensure that ongoing staff development, training goals, and CSRs are performing at expected levels. This position provides CSRs with in-depth knowledge of clients' processes/systems and defines quality service. The CS Trainer performs call monitors and performance analyses; identifies development needs, creates corrective action plans, recognizes learning trends to achieve quality of service. CS Trainer prepares and delivers training materials for the Customer Service section; makes recommendations on changes and updates to training program and materials. Collaborates with section leadership to address disciplinary and/or performance problems according to clients' policy.  

Duties & Responsibilities  

Conducts training classes for new CSRs covering specified areas such as product knowledge, customer account research, customer service principles and procedures, de-escalation and negotiation techniques, use of current software programs, quality and process issues, and on-the job training.  

Monitors training progress and ensures all trainees meet learning objectives, achieve performance measures, and effectiveness.  

Assists in developing and maintaining training materials, processes, and teaching methods; conducts research and makes recommendations on changes to training program, content, and materials.  

Conducts periodic quality assurance call-monitoring to ensure all CSRs are providing expected level of customer service.  

Provides refresher training for new and existing CSRs to reinforce skills as needed.
 

Knowledge, Skills and Abilities  

 Excellent communication (written and verbal) and interpersonal skills. 

 Strong presentation skills, enthusiasm for learning and has the ability to promote continuous learning  

 Strong customer service skills with an expertise on de-escalations and negotiations. 

 Working knowledge of personal computers and related software including Microsoft Office.  

 Ability to make sound decisions based on clients' practices with minimal assistance. 

 Ability to work in a team environment and adapt to change.  

 Knowledge of the State statute and requirements for toll violation and collection processes. 

 Ability to have a proactive approach and prioritize tasks using effective time management skills.  

 Ability to find techniques, learning strategies and engaging ways to relay the same concepts 

 Ability to assess Employee performance  

Physical Demands  

This position requires a substantial amount of walking, some standing, sitting in an office environment, and light lifting such as three or four reams of paper or books (up to 20 pounds or an equivalent weight) may be required.  

Required Education / Experience  

High School diploma or GED required from an accredited institution.  

Minimum three (3) years' experience in customer service or call center environment required.  Experience shadow training new and/or existing employees.  

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