18 Trainer, Customer Experience Jobs in Orlando, FL
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Trainer, Customer Experience
$49k-61k (estimate)
Full Time | Telecommunications
1 Month Ago
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Summit Broadband is Hiring a Trainer, Customer Experience Near Orlando, FL
Summit Broadband Inc. is a cutting edge, fiber-based broadband provider delivering best in class residential, commercial, and hospitality technology solutions. This growing, dynamic high-tech company headquartered in sunny Central Florida, is seeking a Retail Customer Experience Representative to join our Customer Experience Team and grow with us. The new Summit Broadband is poised for an incredible future fueled by team members dedicated to being the best. Job Title: Trainer, Customer ExperienceReports to: VP of People Operations and LegalStatus: Full Time/Exempt Location: Orlando, FLPosition Summary:We are looking for a highly motivated, inspiring leader with a passion for training and customer experience to assist with the onboarding of new customer experience advocates. This position will be put to task to develop skill sets throughout the Customer Experience organization, from executive to front-line advocates. With the goal of delivering first-in-class customer experiences across all customer journey touchpoints, this role will make the customer experience real, actionable, and relatable by developing a training curriculum that is powered by their ability to gain the requisite mindshare and buy-in from those they train. This role will work closely with various stakeholders across the Customer Experience organization, at all levels, to effectively carry out responsibilities. Summit Broadband is at the forefront of change and moves at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for our customers every day. This role will play an integral part of a broader Customer Experience transformation taking place across the Summit Broadband organization…do you have what it takes?! Job Description:• Facilitates learning to develop participants’ competencies and help learners meet specified performance expectations • Monitors connection between curriculum and improved learner job performance; coaches participants back on the job, ensuring learning translates to performance• Manages classroom environment independently to ensure for a quality learning experience, and documents/evaluates employee’s readiness to succeed on the job • Manages and facilitates in a blended learning environment (in-person/virtual)• Collaborate with management to identify training needs and schedule training sessions accordingly• Develop systems to monitor and ensure employees are performing their responsibilities according to the respective training• Provide support and mentoring for new employees while conducting an evaluation and identifying sections where improvements are necessary• Maintain, develop, and organize current and accurate training material, learning activities, handout, worksheets, job aides, and class evaluations for classroom and continuing education instruction using instructional design techniques• Conduct progress reports by tracking and communicating both attendance and performance concerns, and give appropriate knowledge assessments as required during new-hire training period • Attend meeting, seminars, training programs, professional organizations, etc. to keep informed on the new developments, methods, and techniques in the field of training• Remain knowledgeable on all current/future Summit Broadband products/services• Complete QA evaluations for customer advocates w/in the first 60 days of full-production. Conduct/complete tri-level coaching sessions with the customer advocate(s) and their direct Supervisor to review areas of opportunity in alignment with the call flow behavioral model• Develop continued learning/upskill training content for front-line leaders and management
- Other duties as assigned
- Training and curriculum development experience
- College graduates/Equivalent experience. 3 years training and curriculum development experience preferred.
- Training experience in call center environments a plus.
- Adaptability/flexibility - understands and aligns to the demands of a changing, fast-paced work environment
- Hospitality - genuine desire to be helpful and courteous to customers
- Passion – being fully committed to delivering the best internal/external customer-experience
- Ability to coach – develop team members on how to think/act customer-first
- Reliability - takes personal responsibility, ownership and commitment to customers and work. Ability to show endurance and commitment to the company through tenure
- Inspiring Leadership – ability to capture the buy-in and mind-share of others, and leverage it towards achieving any/all company goals/objectives
- Innovative - Generates new ideas, resourceful and persistent
- Customer Focus - a customer advocate that sets high standards for customer service, is attentive to customer needs/wants and provides appropriate resolution
- Team Effectiveness - works and interacts to accomplish group goals • Relationship Builder - establishes meaningful connections with customers and peers
- Problem Solving/Resolution - innovative in identifying root cause and creative in leveraging resources to resolve issues
- Decision Making Ability – be deliberate in the decision making process, and stand by the decision made
- Must be able to pass criminal background and drug testing.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Telecommunications
SALARY
$49k-61k (estimate)
POST DATE
03/28/2023
EXPIRATION DATE
04/24/2024
WEBSITE
summit-broadband.com
HEADQUARTERS
ORLANDO, FL
SIZE
200 - 500
FOUNDED
2009
TYPE
Private
CEO
KEVIN COYNE
REVENUE
$50M - $200M
INDUSTRY
Telecommunications
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About Summit Broadband
Summit Broadband is a provider of broadband, voice and cable television services for commercial and residential sectors.
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