To develop and deliver Customer Service new-hire training, recurrent and refresher training for Customer Service in the US, and coordinate training with Customer Service trainers for our outsourcing in other countries such as China and Taiwan.
Conducts new hire customer service training, recurrent training as well as training in other various areas (including personal development skills).
Works 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.
Develops training outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, online training, meetings and workshops.
Manages/Reports on progress of employees under guidance during training periods. Maintains Trainee records.
Works with Knowledge Base Specialist to ensure all training material is updated in the internal Knowledge Base and external Newegg websites FAQs respectfully.
Maintains database of training department records for all training classes.
Provides monthly training reports to CS Management and HR Training department.
Conduct Training evaluations on New Hire Training classes and other training classes to measure progress and to evaluate effectiveness of training.
Communicates with CS management daily regarding new-hire trainees’ attendance and performance.
Other duties as assigned.
Minimum Requirements & Special Attributes
High School or GED required.
Bachelor’s Degree preferred or 8 years of relevant work experience.
Ability to interpret technical data, processes, operating and maintenance instructions and procedure manuals.
Ability to write routine reports and correspondence.
Ability to develop and proof training materials.
Ability to facilitate a classroom environment with different generations.
Comprehension of high volume call center operations, customer service relations and call center educational needs.
Excellent written, verbal and assessment skills.
Exceptional creative problem solving skills.
Excellent Customer Service skills.
Must have strong organization skills.
Excellent attention to detail.
Ability to work under deadlines.
Ability to work under pressure.
Essential Mental and Physical Functions
Mental Functions: Trainer will be expected to provide feedback and recommendations regarding the success and continued employment of new hire trainee; along with a level of discretion, independent thinking and judgment. Creativity to prepare interesting and relevant training materials. Must be able to deliver a variety of mediums, such as classroom, video and one on one. Must display the ability present material in an engaging way to keep the attention and interest of the students and employees. Must be a creative thinker to answer complex questions regarding policies, procedures and customer service isssues.
Physical Functions: Sitting and standing required 50% of the time respectively. No heavy lifting required.
Standard office and computer equipment including MS Office software.
Office cubicle environment with minimal exposure to the environment or health hazards.
Must be able to speak, read, write and comprehend English.
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We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.