Description

CANDIDATES MUST BE FROM THE KANSAS CITY METRO AREA. THIS IS A HYBRID WORK FROM HOME POSITION. TWO DAYS FROM HOME AND THREE IN THE OFFICE ONCE TRAINING HAS BEEN COMPLETED. 

PURPOSE:

The CSR Trainer will be responsible for designing, implementing, and evaluating training plans for the CSR Department. The CSR Trainer will conduct training sessions for all new and transferred CSR employees and provide ongoing training and retraining as needed. The CSR Trainer will assist in keeping all departmental written procedures updated when new products are introduced and when system and regulatory changes are made. The CSR Trainer will review trainees’ work, track progress, and communicate regularly with the appropriate Supervisor(s) regarding trainees’ progress. 

ESSENTIAL FUNCTIONS: 80%

1. Design and develop training plans and materials that engage trainees through multiple learning styles. Training methods should include written instruction, verbal instruction, listening to examples of calls, practicing calls in a role-play setting, creating reference guide(s) (including call flow diagrams), performing assessments, and providing feedback.
2. Conduct training of all new hires and transferred/promoted employees for the department. 
3. Conduct ongoing training for new products and procedure changes as the CSR Supervisors determine is necessary. Conduct ongoing training through in person, email bulletin, or online format, as needed.
4. Develop, maintain, and update training documentation for all department processes. Create and develop training programs for new processes as needed.
5. Develop, maintain, and update training programs to motivate trainees to a high level of customer service. Clearly articulate Allied’s customer service standards and provide the tools to help trainees reach those goals.
6. Maintain thorough, up-to-date job knowledge of all processes in each area of training responsibility by attending all staff meetings, reading bulletins and memos, noting any areas that will affect training plans and procedure documents.
7. Maintain familiarity with all guidelines, procedures, and training plans. 
8. Continue to maintain and improve training and presentation skills through reading, self-study, videos, seminars, etc. 
9. Review trainees’ work and provide them with feedback and additional training until proficiency is attained: e.g., participate in side-by-sides or listen to and assess calls using departmental QA standards. 
10. Work with department QA specialist(s) to ensure a consistent assessment standard. 
11. Provide regular quality reports to the appropriate Supervisor. 
12. Provide concise feedback to trainees regarding errors made with suggestions on how to improve performance. Provide positive reinforcement and encouragement to trainees.
13. Provide feedback to the appropriate Supervisor regarding trainees’ progress, including ideas, suggestions, or recommendations.
14. Produce an annual assessment of the training program in collaboration with the direct Supervisor. 

MARGINAL FUNCTIONS: 20%

1. Assist in maintaining the department’s written guidelines and procedures by documenting any changes or updates determined during training sessions.
2. Assist staff with department policy and procedure questions or difficult situations.
3. Assist management with collecting and compiling data related to training needs or results. 
4. Observe departmental trends and propose training solutions to departmental needs, both current and projected. 
5. Perform the regular duties of Client Services Representative when available and assist with peak volumes. 

(Management retains the discretion to add to or change the functions of this position at any time.)

Requirements

1. One year of training or equivalent related experience, including curriculum development. 
2. Thorough job knowledge of Client Services Department functions. 
3. High School Graduate. Related college coursework preferred.
4. Strong written communication skills such as composing documentation, training plans, quality reports, etc. 
5. Excellent verbal communication and presentation skills. Ability to listen and question employees to determine the level of understanding and define problems. 
6. Ability to express self clearly in a courteous, confident, and consistent manner. 
7. Ability to speak English fluently. Ability to read, comprehend, and follow written and verbal English instructions. 
8. Strong knowledge of PC and Office 365. 
9. Ability to look for new and innovative methods to process workflow, training, and quality assurance issues that develop within the department. 
10. Ability to work self-directed, with good organizational skills, and demonstrated adaptability. 
11. Ability to meet deadlines, work under stress, and handle varying workloads. 
12. Demonstrated decision-making and problem-solving abilities. 
13. Demonstrated professionalism in dress, speech, and work habits. 
14. Ability to achieve departmental training, quality, and production standards. 
15. Ability to meet company attendance requirements. 

FACTORS IMPORTANT TO SUCCESSFUL PERFORMANCE OF POSITION:

Communication skills Interpersonal skills

Problem Solving Creativity 

Analytical Ability 

The CSR Trainer must be capable of communicating effectively with all levels of staff, verbally and in writing. Must have strong organizational skills and be able to work independently. Must have good analytical and creative abilities to solve problems and project future needs of the department. Strong interpersonal skills are necessary for training and mentoring others.

PHYSICAL DEMANDS OF POSITION:

Standing 45% of the time In-person training sessions

Sitting 53% of the time Working at desk, side-by-sides with trainees

Walking 2% of the time Walk to reference and supply area

Lifting/Carrying 10 lbs <1% of the time Handling training materials/files

Reaching/Handling 75% of the time Training materials

Speaking 90% of the time Presentations, discussions with trainees and management, meetings, etc.

Hearing 90% of the time Presentations, discussions with trainees and management, meetings, etc. 

Seeing 100% of the time Reviewing training materials, using computer, reviewing trainee’s work, processing work.

NOTE: Applicants who need accommodation for an interview or job testing, please request this in advance from the Human Resources Department.