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Training Specialist-Customer Service

Company Name:
Management Business Solutions
Summary:
The Training Specialist - Customer Service will oversee development & training for the Customer Service function throughout the organization. The Training Specialist will standardize training for all CSRs and related employees.
The Training Specialist can expect to travel 3 weeks of each month in the first year and then at least 25% of the time after the first year. We are seeking candidates who are located in the Columbus, OH, or Carol Stream (Chicago), IL
Responsibilities:
The Training Specialist will develop a basic and advanced training curriculum for Customer Service throughout the organization. Training would include knowledge of software, proper telephone / face to face communication, product knowledge, and order entry / processing.
The Training Specialist will stay abreast of new product introductions, shipping policy changes, pricing policies & rate changes, new vendors and incorporate any changes into the day to day CSR calls.
Research, develop, design and implement a robust Customer Service training program to be utilized across all geographical locations.
Experience creating job aids, job reference modules, instructor led learning, and eLearnings.
Conduct periodic audits at distribution locations to insure that proper training procedures are being followed and effectiveness of process.
The Training Specialist will confer with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies
Stay abreast with instructional methods and incorporate in optimum solutions to minimize cost of training yet insure desired knowledge level
Test trainees to measure progress and to evaluate effectiveness of training
Investigate breakdowns in providing optimum customer service and present solutions to prevent errors / problems from surfacing again
Responsible for the measurement and effectiveness of all processes - internal and external - and then providing timely, accurate and complete reports on the customer service performance
Qualifications: Bachelors degree in Learning and Development, Human Resources, Adult Education or related field
Minimum of 10 years experience in a CSR capacity
2-4 years of professional training experience, as a Field Trainer, Learning and Development Specialist, Corporate Trainer.
A Training Certification would be desirable.
Demonstrated ability to successfully develop and deliver training programs utilizing skills in instructional design, program design & development, and training technologies
High energy, enthusiastic, motivational training style
Strong history of executing the vision of senior management
Strong organizational, planning, project management, problem resolution, communication, presentation, facilitation, and influencing skills required
Excellent creative and conceptual thinking abilities
Highly computer literate with in-depth knowledge of MS office and web based systems

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