Customer Experience Trainer Job at Visual Comfort in Houston

Reporting directly to the Director Customer Experience within the Customer Experience department, the Customer Experience Trainer organizes, facilitates, and delivers training programs for new and existing Team Members. To enhance team performance and efficiencies, the Trainer serves as a quality coach, evaluating customer interactions to ensure adherence to quality assurance guidelines. By monitoring Team Member compliance with service standards, the Trainer utilizes the performance data to analyze and recommend training initiatives to managers and leadership.

Responsibilities:

• Maintain global knowledge of company systems as they relate to customer experience procedures and workflows.
• Assess Team Member training needs to include technical, quality training, product, and soft skills training.
• Develop, edit, and maintain learning materials including, but not limited to, manuals, presentations, guides, handouts, videos, e-Learning, and job aids as required.
• Maintain and track employee training records.
• Periodically evaluate ongoing training programs to ensure they reflect operational updates and changes.
• Assist Director of Customer Experience Training in coordinating and training Team Members on systems, processes, and procedures.
• Evaluate and modify existing or proposed programs; suggest and implement suitable changes.
• Assess Team Member skill level and develop training specific to individuals or teams.
• Performs other duties as assigned by leadership or manager.

Requirements:

• Bachelor's Degree in teaching, communication, or a related field
• 2 or more years of experience in teaching or a related field
• 2 or more years of experience in customer service or a related field
• Must be able to read, write and speak English fluently
• Must exhibit problem solving skills as well as advanced computer skills
• Experience in Oracle JD Edwards or other ERP software
• Superior written and verbal communication skills
• Ability to effectively present complex information so that content is accessible to a variety of learning styles and audiences
• Proficient presentation and training skills for adult learners, with ease in Public Speaking
• Strong knowledge of the principles, practices, procedures, and objectives of delivering outstanding customer service
• Proper phone skills related to delivering outstanding customer service imperative
• Ability to work collaboratively with team departments and promote positive work relationships with both internal and external customers
• Proficient time management skills
• Manage multiple deadlines, requests from other departments, and interruptions with accuracy, and professionalism
• Self-starter working with minimal supervision
• Meticulous attention to detail and an ongoing commitment to achieving high-quality results
• Superior organization, planning skills, time management and prioritization with the ability to multi-task and work well under pressure in a dynamic, team environment
• Ability to work flexible hours, including weekends, as business needs may sometimes dictate

We Provide:

• Competitive Compensation Package
• Company provided Life Insurance and Short-Term Disability
• 401(k) Employer Match
• Paid Time Off Programs
• Comprehensive Benefits Package
• Team Member discounts on Visual Comfort Products
• Closed on all major holidays

Compensation Range: $50,000- $60,000

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Qualified applicants are considered for employment, and employees are treated during employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, gender identity, or expression, genetic information, or any other legally protected status.

Other details

• Job Family Customer Service
• Pay Type Salary
• Min Hiring Rate $50,000.00
• Max Hiring Rate $60,000.00

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