Service Center Trainer

Company Name:
Amarr Garage Doors
Requisition Number: 843
Job Title: Service Center Trainer
Department: Service Center
State/Province: Kansas
City: Lawrence
Position Type: Full Time
Job Description:
JOB SUMMARY:Responsible for all training aspects of Service Center operations. The Service Center Trainer will be responsible for training new and existing Service Center team members on inbound and outbound calls and order processing, as well as developing new training programs assigned to the department. Authors and maintains training materials.
1 : Provides ongoing training through a Comprehensive Continuous Training Program as well as creates and maintains all training documents..
2 : Trains supervisory team members on how to monitor telephone and order processing activity of Service Center team members to ensure accuracy and a high level of customer service.
3 : Handles training complaints in a timely manner using judgment to evaluate problems and ensure satisfactory results.
4 : Interfaces with management levels throughout the organization to solve high level issues impacting our customers through training programs.
5 : Train new Service Center team members on all aspects of customer service, product knowledge, operating systems and processing orders in Amarr systems.
6 : Provide on the job training to employees in a call center environment through an in-house-developed comprehensive training program. Has oversight and accountability for entire program.
7 : Creates and maintains all procedural and training documentation for the Service Center.
8 : Provides team members with feedback and coaching during training and ongoing as required through refresher training.
9 : Monitors live calls and audits orders in the system to ensure quality, accuracy, and appropriate customer service skills; and creates and maintains reports on quality statistics.
10 : Will act as a resource, representing the ASC, with regard to program changes impacting operations, including but not limited to Navigator and M2O.
11 : Researches and tests all fixes, enhancements, and updates for Navigator.
12 : Researches and tests M2O due to any pricing and/or catalog changes.
13 : Troubleshoots any issues with Navigator.
14 : Troubleshoots any issues with M2O.
15 : Facilitates the Process Improvement and P&P Committees, including facilitating meetings as well as creating and publishing P&Ps.
16 : Creating and maintaining process flows for all new and existing ASC Retail programs.
17 : Creating and maintaining UPKs for the ASC and other areas of Amarr.
18 : Creating and updating pricing resources for all Retail programs.
19 : Facilitates the timely resolution of escalated issues by acting as a resource for information regarding product, policy, and systems processes.
20 : Facilitates and assists supervisors with researching sales order processing and history in Navigator, as well as creating and maintaining reports on said research.
21 : Facilitates Retail Service Rep (RSR) Certification Program.
22 : Assumes other duties as assigned by management.
PHYSICAL REQUIREMENTS:1 : Light office activities and duties.
1 : Bachelor's degree, or equivalent, in business management or training.
2 : Two to five years of prior success developing and implementing call center training programs.
3 : Initiative to take charge of projects and get them completed.
4 : Strong computer skills including MS Office, particularly Word and PowerPoint. Visio a plus.
5 : Demonstrated ability to facilitate training classes and develop training materials under a variety of conditions and constraints.
6 : Must be able to communicate clearly, correctly and concisely, both verbally and in writing, with diverse personalities in a tactful and flexible manner.
7 : Must be skilled and possess experience in problem solving.
8 : Must be able to collaborate with other trainers, internal and external, to develop and conduct training.

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