North Bergen, New jersey
Training Specialist Job Opening in North Bergen, New jersey - Are you a master of training and development? Can you make instructor-led content come to life through interaction and class participation? Do you live and breathe customer service?
If you answered not just ?yes? but ? OH YES ," then Premiere Response is looking for you. We are a third-party contact center that specializes in providing high-quality customer interactions for our clients.
We are looking for training professionals who can:
Harness the power of adult learning styles
Design and develop engaging and interactive training
Wow a class with superior presentation skills
Premiere Response provides outsourced contact center services to clients in the consumer products, food and beverage, healthcare, and consumer electronics industries. Our contact center provides inbound and outbound call handling, email, web chat, and social media responses. We typically source specialists unique to each client. We are powered by our people, and we are looking to grow our leadership team.
ESSENTIAL JOB FUNCTIONS
Design, develop, and deliver interactive customer service, technical, and product training for Customer Service Representatives (CSRs)
Deliver existing customer service, technical, and product training
Design, develop, and deliver new hire, uptraining and refresher training programs
Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
Review recorded customer service calls to evaluate them on soft skills, product/procedural knowledge and KPIs
Partner with the client to maintain high quality of service and keep all training current
Create reports on training activities
Identify and react to trends in activity, with a strategic mindset
Provide creative solutions to obstacles
KNOWLEDGE, SKILLS, & ABILITIES REQUIRED
Strong facilitation skills that capture and hold the room through interaction
Basic knowledge of adult learning needs and strategies
Ability to develop and deliver immersive and interactive blended learning solutions
Experience designing and developing creative training solutions
eLearning design and development experience preferred but not required
Continually maintain working knowledge of all company products, services, and promotions
Knowledge of program specific material to train and answer questions regarding products or procedures
Experience monitoring calls for customer service quality
Ability to provide targeted and actionable feedback
Represent and interact with clients in a professional and positive manner
Demonstrated ability to multi-task in a fast-paced environment
Requirements Include
College degree required
2+ years in training and development
3+ years in the customer service field
Excellent oral and written communication skills in English
Job Type: Full-time
Required education:
Bachelor's
Required experience:
Customer Service: 3 years
Training: 2 years
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