Customer Service Training Specialist

Description:

• Coordinate New Hire on-boarding documentation and candidate on boarding experience
• Support New Hire Training through leading learning session utilizing a variety of modalities
• Quality audit and knowledge check program weekly to all team members to identify knowledge gaps and development needs
• Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program
• Implement new modalities that improve customer experience measured by the decrease in agent driven DSATs and increased customer retention
• Schedule and deliver all on-going team continuous education sessions
• Support the Customer Care organization on the creation and improvement of Training materials, where needed
• Actively seek on-going skill development opportunities
• Become a Gladly conversation and Customer Care workflow SOP expert
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
• Be a leader in demonstrating our Quince Values and Operating Principles, prioritizing the Customer First mentality

Requirements:

• Bachelor’s Degree
• 3+ years of experience in Training/Learning development
• Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
• Proficiency in computer usage
• Willingness to work different shifts as needed
• Balance and prioritize multiple tasks
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve

Benefits:

• Equal employment opportunities for all employees
• Commitment to ensuring an inclusive and accessible hiring process

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