Lincolnshire, Illinois
Customer Service Training Manager Job Opening in Lincolnshire, Illinois - Position Customer Service Training Manager
Reports to Director of Customer Service
Location Lincolnshire, IL
Description
iRhythm is a leading digital healthcare company that is redefining ambulatory ECG monitoring for patients at risk for arrhythmias. Our wearable biosensor devices in a patient-friendly form factor record millions of heartbeats, combined with cloud-based data analytics and powerful proprietary algorithms to provide a clear, efficient arrhythmia diagnosis. iRhythm continuous ambulatory monitoring has already put over 600,000 patients and their doctors on a shorter path to what they both need ? answers
The Customer Service Training Manager at iRhythm will have full responsibility for the strategy, development, implementation, and delivery of training programs and materials for the entire Customer Service organization, QA program, tools and the associated reports.
Responsibilities:
Work to understand iRhythm?s Customer Service Team, develop and deliver all training for new hires and recurrent training to our call center staff. This position will be working to develop all training materials, user guides and assessments used to train both new and existing employees.
Manage all Customer Service new hires from onboarding through classroom training and the Academy (post training but, not released to the floor). During this time, the trainer will train new hires on operational processes and how to deliver outstanding Customer Service. Additionally, this trainer will provide side by side coaching, provide written and oral feedback on performance and conduct quality reviews on new agents to ensure they are able to meet expectations on each and every service experience.
Identify gaps in current processes and work to develop and maintain procedural documents, quick hit help guides, and consistency training to help all agents understand and follow our defined procedures in the same way.
Create a Customer Service program that ensures iRhythm employees understand our callers and work to ensure each interaction exhibits key items vital to an outstanding service call such as empathy and respect, pace and tone, proper greeting and closings and active listening.
Assist in recruiting and hiring as needed.
5-7 years of formal training experience required.
Experience in a call center environment a strong plus
Experience with com preferred
Strong background in, and passion for, customer service
Experience designing materials, development of competency tests and teaching phone communication skills
Excellent one-on-one and group presentation and facilitation skills
Ability to use a variety of learning/training concepts and principles
Proficient with Microsoft Office ? especially Outlook, Word, Excel, and PowerPoint
Bachelor?s degree or relevant experience in healthcare field
Must possess strong verbal and written English communication skills.
iRhythm is a dynamic fast paced environment. The successful candidate should be an energetic self-starter who embraces change. For the right candidate, this is an exciting opportunity to be part of an innovative company that is experiencing rapid growth.
FLSA Status: Exempt
Rhythm Technologies, Inc. is an Equal Opportunity Employer (M/F/V/D).
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