Overview

Parker and Sons is currently seeking a Call Center Training team Lead to join our team comprised of creative and energetic employees, who are dedicated to delivering the best customer service experience every day. As a training lead you will be responsible for the training and development of new or existing call takers in the Parker and Sons Call center. This role involves Coordinating training programs, Mnaging training materials, and assisting in the overall execution of learning initiatives. 

What's In It For Me?

• $20.00 to $24/hr based on experience
• Robust PTO Plan
• Health, Vision and Dental plans for you and your family to choose from
• 401K Retirement Plan with company match up to 30%
• Life Insurance, Short-Term and Long-Term Disability
• Special Program Options: FSA, EPA, Legal Services, and Identity Theft
• Continuous Training for your Professional Development
• Working in a dynamic, collaborative, and fun environment
• Coached and supported career growth

Responsibilities

What Will I Do?

• Assist with delivery of new hire training and other departmental training programs 
• Assist with refresher training for tenure employees.
• Provide one-on-one coaching in training to ensure exceptional customer service
• Validate New Hire job bookings via Teams & Service Titan
• Answer questions from New hires via Team, email or in person 
• Take inbound and make outbound calls to better demonstrate proper call handling 
• Will be support for inbound calls if que is busy 
• Monitor team members to make certain that policies and procedures are being adhered to
• Communicate & train employees on any updates or chages in policies & procedures
• Role play with team members to ensure product knowledge is understood and how to sell over the phone 
• Work closely with team members to solve customer complaints
• Review and respond to Quality assurance reports to mentor team members 
• Teach how to offer Parker Family Plans (New/Renewals)
• Teach how to schedule opportunities 
• Teach how to take payments and update billing information 
• Teach how to log tasks appropriately 
• Teach how to process Cancels, changes, reschedules, and refunds 
• Assist with account/invoice related questions 
• Shadowing new CCR's 
• Any additional task Management deems necessary
• General admin work 

Qualifications

Do I have What it Takes?

• Hight Level Call Center experience required, minimum 1 year 
• Call center training experience a plus
• Strong computer skills
• Exceptional written and verbal communication skills 
• Likes to talk on the phone
• People person
• Friendly and outgoing 
• Hight school Diploma or equivalent 
• Must be able to pass Background check and Drug screen 

Wrench Group and its affiliates are proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Wrench Group and its affiliates comply with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact the company Human Resources office.