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Customer Service Trainer

Customer Service Trainer

Job Locations 
US-PA-Malvern
Category 
Customer Service/Support

More information about this job

Overview

Turn 5 is one of the largest and fastest growing e-commerce retailers in the Greater Philadelphia area.  Best known for our award-winning e-commerce platforms, AmericanMuscle.com, ExtremeTerrain.com and AmericanTrucks.com, we’ve been engaging car enthusiasts with exceptional products, services, and experiences since 2004.

 

Our purpose, however, extends beyond selling car parts. We have a commitment to creating meaningful customer experiences at every step of their journey. Whether it’s supplying a unique product that customizes the look and feel of their ride, providing thousands of educational videos for the DIYer or leveraging user generated content to inspire even the most experienced owner, we are obsessed with ensuring we reach as many like-minded gearheads across the globe.

 

To continue our growth path, we need a Customer Service Trainer to own and develop custom training programs for our aftermarket automotive call center representatives. In this highly impactful position, you will be tasked with building and facilitating multi-channel (email, chat, phone) training programs through e-learning platforms and instructor lead classroom training sessions. This role will use technology to leverage the workforce, measure and improve key performance indicators and streamline the workflow within the organization.

 

You will be challenged to work strategically and tactically to deliver results. One minute you might be creating a new training module to solve complex customer service issues, the next minute working with our QA team to better understand gaps in performance and future training needs, and the next minute running a virtual training class for one of our multiple contact center locations. Regardless of the task, it’s critical you have strong situational awareness and EQ as you’ll work with diverse stakeholders across the organization.

 

Year 1 is going to be about:

  • Leading development and continual improvement of training processes. Define gaps or process breaks and implement improvement opportunities through ongoing development of our training curriculum.
  • Delivering new hire training, eLearning training, facilitating classroom sessions, on-car workshops and peer shadowing.
  • Working with Quality Assurance team, making data driven decisions to identify opportunities for future learning modules
  • Developing training systems and processes that create workflows for increasing productivity and customer satisfaction

We can’t skip over some of the specific skills and experience we know are a “must” to be successful.  So, we need you to have:

  • 3+ years of proven leadership in B2C multi-channel contact center environment
  • Expert level automotive knowledge
  • Experience understanding and analyzing metrics to identify opportunities for future training and continuing education