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Customer Service Training Specialist
Super Recruiter - Deerfield Beach, FL
posted 2 months ago
About the position
The Training Specialist at Credo Legal is responsible for educating and developing the skills of customer service and support teams through effective training programs. This role involves creating educational materials, conducting training sessions, and ensuring that new hires and existing staff are equipped to meet client needs effectively. The position emphasizes a people-first mentality, fostering a collaborative environment that supports professional growth and development.
Responsibilities
- Develop digital and print educational material (e.g. videos and manuals)
- Organize classroom-style seminars about product features and sales techniques
- Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
- Identify individual and team skills gaps
- Schedule regular training sessions (e.g. monthly or quarterly)
- Ensure agents understand and comply with all call center objectives, performance standards, and policies
- Answer agent questions regarding best practices or difficult calls
- Identify operational issues and suggest possible improvements
- Monitor and evaluate agent performance, providing learning or coaching opportunities, and taking corrective action if necessary
- Prepare reports and analyze data to assist management as they determine call center goals
- Work with other supervisors and management team members to support agents and maximize customer satisfaction
- Ensure new hires take on basic service training courses, including communication and troubleshooting skills
- Liaise with managers and encourage on-the-job coaching (e.g. how to handle difficult client cases)
- Coordinate mentorship programs for new customer service representatives
- Assess the impact of each educational course on staff performance and client satisfaction
- Maintain updated records of training curricula and material
Requirements
- Work experience as a Customer Service Trainer or similar role
- Experience in sales or customer service positions is a plus
- Knowledge of Learning Management Software (LMS)
- Familiarity with interactive learning activities
- Excellent communication and presentation skills
- Well-organized and detail oriented
- Additional certification in training is a plus
Benefits
- Opportunities for advancement
