Overview

Parker & 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 providing support to the training and development of new and existing call takers in the Parker and sons Call center. This role involves coordinating programs, managing training materials, and assisting in the overall execution of learning initiatives.

What's In It For Me?

• $20.00 to $24.00 per hour 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 to 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 teams, emails, or in person.

• Take inbound and make outbound calls to better demonstrate proper call handling.

• Serve as support if 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 changes in policies and 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 problems.

• 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 Cancelations, changes, reschedules, and refunds.

• Assist with Account/invoice related questions.

• Shadowing new CCR’s

• Any additional tasks managers deem necessary.

• General administrative duties as needed.

Qualifications

Do I have What it Takes?

• High level of customer service experience, minimum one year.

• Call center training experience is a plus.

• Strong computer skills.

• Advanced verbal and written communication skills

• Enjoys speaking on the phone.

• Must be a people person.

• Must be friendly and outgoing.

• High school diploma or equivalent.

• Must pass background and drug screening process.

• Require knowledge, Abilities, and skills

Customer focus, customer service, Data entry skills, Phone skills, Verbal communication, Building relationships, people skills, interpersonal savvy, Problem solving, Multi-tasking.

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.