Customer Care Trainer - Minneapolis, United States - Agiliti

Description

The Customer Care Trainer plays a pivotal role in enhancing the performance of the customer care team through training creation and delivery. The trainer manages and delivers training for new hire and existing customer care agents and coaches them on how to deliver an exceptional customer service experience by ensuring team members are knowledgeable about Agiliti and their role with the company. The trainer is responsible for converting department documentation into training-ready material to be used for both onsite and remote training delivery.

• Create and implement training programs for new hires and ongoing training for existing staff.
• Oversee the planning and delivery of training for new hires through orienting, training, and coaching.
• Ensure that employees understand product knowledge, company policies, system processes, and customer service protocols.
• Assists in ensuring department resources and process documentation are kept up to date and relevant by identifying common customer queries or issues and suggesting process improvements.
• In conjunction with customer care managers and supervisors, evaluates the effectiveness of training programs and modifies as necessary.
• Partners with product, solutions, and other departments to identify and prepare for changes impacting the customer care organization.
• Ensures that the customer care team they train has excellent communication, problem solving and professional etiquette skills for achieving customer satisfaction.
• Serves as a subject matter expert for the customer care organization.
• Creates reports on training activities and results for management review.
• Perform other responsibilities as defined and requested by your direct manager.

• 4-year degree is preferred, or 4 years of equivalent professional work experience in similar/related role required.
• Experience in training development and/or delivery is strongly preferred, with additional certification in business leadership, eLearning software, or adult education and training is a plus.
• Knowledge of customer service teams and systems working in a contact center and/or back-office environment preferred.
• Possess a strong work ethic and team player mentality - demonstrated ability to work independently and as a team to reach mutual team goals.
• Excellent oral and written communications skills are required.
• Able to work collaboratively across departments and various levels.
• Ability to maintain confidentiality.
• Strong teaching and mentoring abilities. Excellent oral, written, and interpersonal communication skills.
• Functional knowledge of Microsoft Office tools with strong MS Powerpoint (or equivalent) preferred.
• Healthcareindustryknowledgepreferred.
• Knowledge and experience of company products and services is a plus.
• Ability to work a flexible work schedule in support of business needs is a plus.
• Position requires flexibility for up to 20% travel

• Strong Communication Skills: Ability to communicate effectively in both verbal and written formats. Attentive to the needs of the team and responds quickly and competently to requests. Uses customer-oriented verbal and written etiquette to gather information.
• Business Savvy: Easily identifies reasons for problems and can find effective solutions. Capable of facilitating discussions between individuals with differing perspectives. Committed to meeting quality standards. Solves complex problems by gathering and analyzing information and evaluating options. Exhibits thorough knowledge of team processes.
• Product Knowledge: Solid knowledge of all relevant Agiliti products and solutions to explain product features and benefits, including competitive products. Understands the market, the customer and competition; applies independent judgment to recommend products and solutions for a given customer's situation.
• Organization Skills: Ability to balance multiple priorities, objectives, and customer obligations in afast-pacedandever-changingenvironment. Plan and organize work to meet changing priorities and deadlines. Applies time management skills critical to success. Perform highly detailed work on multiple concurrent tasks, work with constant interruptions.
• Relationship Building and Influence Ability to interact effectively and diplomatically in all areas of employee relations, always projecting a professional image in keeping with the company's goals and objectives while exercising the highest degree of confidentiality. Establish and maintain cooperative working relationships with those contacted in the course of work.
• Strategic Vision: Ability to conceptualize and express a strong vision of the goals and strategy for the organization. Understands company's vision and mission linked to direct application of methods and plans to accomplish sales strategy. Implements strategy and leads team members to accomplish objective.
• Computer skills: Entire MS Suite, Customer Relationship Management Software, and order management systems.

"This job description in no way states or implies that these are the only duties to be performed by the employee in this position. It is not intended to give all the details or a step-by-step account of the way each procedure or task is performed. The incumbent is expected to perform other duties necessary for the effective operation of the department and the company."

It is the policy of Agiliti to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender identity, sex, sexual orientation, national origin, age, physical or mental disability, genetic information, marital status, status as a veteran, military service, or any other characteristic protected by applicable federal, state, or local civil rights laws.In addition, Agiliti will provide reasonable accommodations for qualified individuals with disabilities. Agiliti strictly prohibits any form of retaliation against individuals who make good faith reports of alleged violations of this policy or who cooperate in Agiliti's investigation of such reports.

You may be required to obtain certain vaccinations, or provide proof of current vaccination status, based on customer and/or company requirements. If vaccination is required, Agiliti will provide specific directions and cover the expense at a participating clinic. Please note, this includes the COVID-19 vaccination.

Agiliti offers a robust suite of benefits for regular, full-time, non-union employees including: health insurance options for Medical, Dental & Vision plans, Short- and Long-Term Disability plans, Flexible Spending Accounts, Health Savings Accounts, Life Insurance Options, Paid Time Off, 401K Saving Plan with employer match, Employee Discounts, Tuition Reimbursement, Daily Pay program, Employee Assistance Program, and wellness programs.

Agiliti is an equal opportunity employer and provides reasonable accommodations to employees and applicants consistent with state and federal law.

If you require assistance with your application, please contact

Agiliti