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Call Center Trainer
at Local Southern California Company
Anaheim, CA

Call Center Trainer
at Local Southern California Company
Anaheim, CA

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Description

Job Description

 

Mesa Garage Door’s mission is to deliver a world-class experience to every single customer with whom we interact. We are the largest Garage Door company in Southern California, we have been in business for over 30 years and have served over 300,000 satisfied customers. Branding our Mesa Advantage knowledge of our products and a drive to solve concerns quickly and thoroughly, we are able to maintain high levels of customer satisfaction.

Job Discription

Welcoming onboard a special individual who can train and ensure exceptional customer service and customer relationship development. We are looking for a candidate to share their experienced knowledge in a call center environment.

Customer service Trainer responsibilities (in addition to fielding inbound and making outbounds calls)

·        Analyze training needs.

·        Develop training scripts and materials.

·        Coaching and training new recruits and experienced agents meet most important goals.

·        Monitor, evaluate and review the quality and effectiveness of training, assessment outcomes of courses delivered.

·        Conduct role-playing tactics and activities to develop interpersonal skills.

·        Document and track employee participation and ensure that employees achieve company knowledge standards.

·        Identify individual and team skills gaps

·        Work with the team members on training strategies, course materials and other support.

·        Assess the impact of each individual course on staff performance and client satisfaction

 

Qualifications

Experience:

  • High School Diploma or equivalent.
  • 2-3 years training experience in large or small call center environment as well as one-on-one training
  • 2-3 years working with CRM applications for customer service environments.
  • Excellent communication and presentation skills
  • Ability to learn business computer applications from a business and help others transfer knowledge into practical use.
  • Working knowledge of call center systems and/or work flows.

·        Additional certification in training is a plus

 

Skills:

  • Ability to create a positive work environment and facilitate groups comprising users of very differing abilities and learning styles.
  • Superior communications skills and the ability to work with sales management to assess training needs.
  • Strong personal motivation and aptitude to direct and assist others in learning or support settings.
  • Thorough knowledge of Windows based applications and software programs.

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