Call Center Senior Resolutions Specialist (Trainer)

$48,152 - $68,661/Yr

IKEA - Baltimore, MD

Part-time,Full-time - Mid Level

Hybrid - Baltimore, MD

Furniture, Home Furnishings, Electronics, and Appliance Retailers

About the position

The Call Center Senior Resolutions Specialist (Trainer) at IKEA is responsible for enhancing the competence and performance of co-workers in customer service roles. This position focuses on training, knowledge sharing, and performance evaluation to ensure high levels of customer satisfaction and business growth. The role also involves direct customer support to maintain expertise and communication skills, while adhering to IKEA's social and environmental commitments.

Responsibilities

• Secure excellent competence level among co-workers in relation to a specific skill area by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.
• Drive performance optimization within the area of expertise to maximize customer satisfaction and business growth.
• Share knowledge, news and ways of working connected to the area of expertise, to enable co-workers to always have a customer mindset and secure a great remote customer experience.
• Evaluate skill performance within the area of expertise, suggest improvement areas and via Team Leaders enable Resolutions Generalists to work on potentials and build on strengths.
• Carry out local learning delivery, as well as review and validate the content of learning to secure local relevance and a high level of competence among Resolutions Generalists.
• Collaborate with, and provide feedback to, multiple stakeholders across Ingka connected to the area of expertise.
• Collaborate with Knowledge Specialists to secure that content connected to the area of expertise is communicated in a qualitative and accurate way.
• Ensure collaboration with Experience Design team and contribute with guidance on detailed steering of ongoing initiatives in connection to the area of expertise.
• Regularly provide customer support directly to the customer through all remote channels.
• Adhere to most up to date ways of working for digital solutions to secure smooth operation of internal processes.
• Put IKEA social and environmental commitments into practice thus contributing to sustainability.

Requirements

• Experience in a customer service or call center environment.
• Strong communication and interpersonal skills.
• Ability to train and mentor co-workers effectively.
• Proficiency in evaluating performance and providing constructive feedback.
• Knowledge of digital solutions and customer experience optimization.

Nice-to-haves

• Experience in a training or coaching role.
• Familiarity with IKEA's products and services.
• Understanding of sustainability practices in a business context.

Benefits

• Generous paid time off, holiday and sick time
• WiselyPay - get earned wages up to two days early
• Paid parental leave (up to 16 weeks)
• KinderCare tuition discount
• Retirement and bonus plans
• Co-worker discount, meal deal, and referral bonus
• Pet insurance program
• Education assistance and learning programs
• Safety shoe reimbursement
• 24/7 telehealth visits
• Dental and vision plans
• Medical and Rx plans (must work min. 20 hrs/wk)
• A fun and inclusive work environment