About the job Trainer
We are completely remote. You choose your favorite spot to work and help customers every day. It’s all up to you. Though we are scattered all over the world, we keep in touch with everyone daily so you’ll never feel isolated or alone.
We’re interested in your growth. Your career opportunities are limitless. Start in one role, work hard, learn, and we will be more than happy to help you advance in your career.
A Customer Service Trainer is responsible for facilitating and coaching on-the-job training sessions for new hires. The goal of the Trainer is to make sure that the Customer Service Representatives develop their skills and knowledge in successfully addressing the customer's needs.
Roles and Responsibilities:
Monitor onboarding of New hires.
Facilitates live training sessions and refresher training to transfer program product knowledge, chat/email/call handling skills, customer service/sales skills, and program process and procedures.
Maintains Subject Matter Expertise for the program being handled by knowing up-to-date products and services, policies, processes, and procedures.
Provides feedback to the Training Manager/Operations Manager/CSM to identify gaps in training and other areas of opportunity.
Develop account-specific knowledge banks consisting of handbooks, cheatsheets, and other pertinent training videos.
Attends training meetings and responds to emails as needed to ensure all program information is documented and updated.
Collaborate with Quality and Operations Team to identify skills gaps that can be addressed through training initiatives for continuous learning.
Position Requirement:
Relevant experience of at least 2 years.
Ability to identify individual engagement levels through active listening, targeted questioning techniques, and real-time observation of trainee behaviors
Ability to effectively determine what each trainee has learned, adjust training techniques to meet individual needs, and motivate trainees to develop new knowledge into skills
Ability to create an environment conducive to practicing new behaviors and assess whether new skills are being formed from learned knowledge
Ability to determine whether the expected skills will result in tangible results in operations, measured through speed to proficiency, metric performance, and agent retention
Passion to uphold the values of LTVplus through a service-oriented mindset and willingness to promote the growth of self, colleagues, company, and client.
Consistent attendance and punctuality.
Excellent non-verbal and verbal communication skills – both oral and written
Displays organized, innovative thinking to strategically solve problems
Ability to work independently with minimal supervision, but also in a team environment
Strong attention to detail.
Ability to work multiple shifts as required and potential weekend work.
Software/Tools: Knowledge of all of the platforms mentioned above is not required but definitely a plus. Knowledge in the use of Google Classroom and other Google Apps is required.