Customer Service Training Specialist
Description:
- Coordinate New Hire on-boarding documentation and candidate on boarding experience
- Support New Hire Training through leading learning session utilizing a variety of modalities
- Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs
- Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program
- Implement new modalities that improve customer experience measured by the decrease in agent driven DSATs and increased customer retention
- Schedule and deliver all on-going team continuous education sessions
- Support the Customer Care organization on the creation and improvement of Training materials, where needed
- Actively seek on-going skill development opportunities
- Become a Gladly conversation and Customer Care workflow SOP expert
- Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
- Be a leader in demonstrating our Quince Values and Operating Principles, prioritizing the Customer First mentality
Requirements:
- Bachelor’s Degree
- 3+ years of experience in Training/Learning development
- Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
- Proficiency in computer usage
- Willingness to work different shifts as needed
- Balance and prioritize multiple tasks
- Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
Benefits:
- Equal employment opportunities for all employees
- Commitment to ensuring an inclusive and accessible hiring process
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