The Customer Service Trainer is tasked with teaching representatives the skills they need to handle even the most heated conflicts. She is responsible for the professional development of the customer service staff to include new and existing staff.

RESPONSIBILITIES

Devises and schedules customer service curriculum for all representatives

Develops educational material and organizing training sessions for new hires

Assists training manager and resolves all training requirements for various customer operations.

Facilitates in providing training sessions, develops appropriate objectives and ensures achievement for the same.

Modifies lessons for new campaigns or events

Maps out training plans, design and develop training programs.

Conducts organization wide needs assessment and identifies skills or knowledge gaps that need to be addressed.

Identifies and addresses problematic customer service trends

Ensures optimal levels of customer satisfaction and compiles all feedback to analyze work of employees.

Designs and implements programs to improve performance and enhance the overall service to the customers in a manner that meets/exceeds the mission statement and performance expectations