Call Center Trainer

Midwest Disability is a Social Security Disability law firm. We are currently seeking an individual to work as a lead trainer in our call center.

This individual will oversee training of our Call Center Representatives in our New Client Department. Our New Client Department is the first point of contact for our clients, they assist us in determining if we are able to provide representation, explain firm services, and give a general overview of the disability process. The Social Security claims process can be overwhelming and stressful, we do our best to ease our clients' burdens by providing clear answers and information.

Our goal is to hire an individual who has strong coaching/training skills to come alongside of our new hires and existing staff to help them succeed.

Job duties for Call Center Trainer:

· Oversee training of new hires, help them develop their skills, and provide coaching as needed.

· Assist leadership in development and maintenance of training procedures, work instructions, and learning materials

· Respond to process questions from Intake staff

· Assist leadership in implementing process changes and coach struggling staff

· Become well versed and able to complete Intakes with potential clients and explains firm services

· General office duties may include faxing, emailing, mailings, and data entry

Job Requirements for Call Center Trainer:

· Minimum of high school diploma or GED equivalent

· 2 years of experience in training/coaching staff in a Call Center and/or fast paced Customer Service setting required; direct Call Center experience strongly preferred.

· Proficient in Microsoft Office, especially Word, Outlook, TEAMS, OneNote and Excel. Has a strong aptitude for learning new software systems.

Experience with Salesforce a plus

· Experience with creating training reference materials/guide

· Leads by example and exhibits a strong work ethic

· Strong coaching and interpersonal communication skills

· Ability to express ideas clearly and concisely, and adapt messages to a variety of audiences

Hours, Compensation, and Benefits for Call Center Trainer:

· Compensation: $16.00 to $18.00 per hour, depending on experience

· Monday – Friday, 8:00 am to 4:30 pm

· Paid long/short term disability, term life insurance, and 401k offered as eligible

· Medical, dental, vision, a variety of supplemental insurance options, paid holiday and PTO

Physical Demands and Work Environment for Call Center Trainer:

· Occasionally required to stand.

· Occasionally required to walk.

· Continually required to sit.

· Continually required to use hands to finger, handle, or feel and reach with hands and arms.

· Occasionally required to climb, balance, bend, stoop, kneel or crawl.

· Continually required to talk or hear.

· Continually required to lift/push light weights less than 25 pounds.

· Specific vision abilities required by this job include close vision, color vision and ability to adjust focus

· The noise level in the work environment usually is quiet.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $16.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Midwest Disability takes the safety of our employees and clients serious. We follow CDC and MN-DHS guidelines.

Application Question(s):

• Are you willing to go through a background check? All federal and state regulations are followed.

Education:

• High school or equivalent (Preferred)

Experience:

• training/coaching: 2 years (Preferred)

Work Location: One location