Full Job Description
Training and Development Coordinator - SUPPORTING CUSTOMER SERVICE TEAM / BALTIMORE CALL CENTER
LEN the Plumber is looking to recruit a dynamic, highly-skilled Training and Development Coordinator to join our Customer Service Team. In this position, you will ensure the smooth and effective roll-out of training events and materials throughout our Centralized Customer Service Team. The Training and Development Coordinator will oversee the design, development, and coordination of technical trainings and processes on both large and small-scales. Our ideal candidate will have extensive knowledge of best practices in creating instructional materials and is confident in front of all groups and individuals.
This is a full time, salaried exempt position.
Essential Duties:
- Recommend, develop, and design appropriate training curriculums to address training needs in conjunction with the Director of Customer Service.
- Schedule and conduct meetings with Management to proactively identify topics, knowledge gaps and processes that needs refocus organizational-wide
- Prepare and conduct onboarding training for new CSR’s
- Conducts continuous trainings for CSR’s across all entities as assigned by Director of Customer Service.
- Evaluate and monitor training effectiveness, make recommendations for changes to the training curriculum and update accordingly.
- Responsible to ensure all training resources and materials are available to CSR’s across all entities and is up to date.
- Maintains and promotes a positive working atmosphere in accordance with our Core Values by always behaving and communicating in a professional manner in the presence of clients, co-workers and supervisors.
- Liaising with Team Leaders and Managers to conduct continuous training and coaching as well as additional product training as needed.
- Adhere to confidentiality standards relative to training progress, and tracking documentation according to departmental efforts.
- All other related duties as assigned by the Director of Customer Service.
Education/Training and Preferred Qualifications:
- Knowledge of methods for designing, administering, and executing training programs and processes
- College degrees preferred
- Experienced to working with individuals throughout various levels within the organization
Basic Qualification and Skill(s):
- Strong Organization skills
- Proficient with computers and Microsoft Office software, Excel expertise is a must
- Must possess excellent communication skills and be able to effectively listen and understand
- Analytical and Problem-solving skills a must
- Good presentation skills
- Flexible hours, ability to travel, and alter working hours as required or necessary
Job Type: Full-time
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