Programs Team Member

# Programs Team Member

**Department:** Customer Service / Programs
**Reports To:** Director of Customer Service
**Location:** Corporate Office, Hickory, KY
**Employment Type:** Full-Time

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## Job Summary

The Programs team is dedicated to improving the overall effectiveness, quality, and efficiency of MRCOOL's customer-facing operations. This role is not centered on direct customer interaction, but rather on developing and supporting the tools, processes, and resources that enable all other teams to succeed. This includes leading training initiatives, quality control efforts, system and process development (Zendesk, Aircall, chatbot, AI programs, etc.), and maintaining the internal and external knowledge base.

The Programs team plays a vital role in ensuring that customer service is consistent, efficient, and scalable as MRCOOL grows. By developing better systems and ensuring training and quality standards are upheld, the Programs team directly impacts customer experience across all departments.

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## Key Responsibilities

**Training Development**
- Create, update, and deliver training materials to ensure all teams remain knowledgeable and capable in their roles.
- Develop onboarding curricula for new hires and ongoing training for existing staff.
- Evaluate training effectiveness and adjust materials based on performance data and feedback.

**Quality Control**
- Audit tickets, calls, and processes to ensure consistency, accuracy, and adherence to company standards.
- Track and report on quality metrics, identifying trends and areas for coaching or process correction.
- Provide constructive feedback to team leads and staff based on audit findings.

**System Development & Optimization**
- Design, implement, and maintain efficiency-boosting tools and workflows across platforms such as Zendesk, Aircall, chatbot, and AI programs.
- Configure and optimize automations, macros, workflows, and integrations to reduce manual effort and improve response times.
- Test and roll out new features or platforms, gathering feedback to refine functionality.

**Knowledge Base Maintenance**
- Build and maintain clear, accurate, and accessible documentation for both internal staff and external customers.
- Regularly review and update existing articles to reflect current products, policies, and procedures.
- Ensure knowledge base content is organized, searchable, and easy to navigate.

**Cross-Department Support**
- Partner with Warranty, CSR, Claims, and Technical Support to identify weaknesses, streamline processes, and support continuous improvement.
- Serve as a liaison between departments and leadership on process changes and system updates.
- Gather input from frontline teams to inform training, tooling, and documentation priorities.

**Innovation**
- Proactively research and recommend improvements to systems, workflows, and training methods to keep MRCOOL's service operations at the forefront of efficiency and quality.
- Stay current on emerging tools and best practices in customer service technology, including AI-driven solutions.
- Pilot new initiatives and measure their impact before full-scale implementation.

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## Qualifications

**Required:**
- 2 years of experience in customer service, training, quality assurance, or operations support (or a related field).
- Strong written and verbal communication skills, with the ability to translate complex processes into clear documentation and training.
- Comfortable working with customer service platforms such as Zendesk and Aircall, or similar CRM/ticketing and telephony systems.
- Detail-oriented with strong analytical and problem-solving skills.
- Ability to manage multiple projects simultaneously and meet deadlines.

**Preferred:**
- Experience building or maintaining knowledge base content (e.g., Zendesk Guide, Confluence, or similar).
- Familiarity with chatbot platforms, AI-driven customer service tools, or workflow automation.
- Background in instructional design, adult learning principles, or curriculum development.
- Experience conducting quality audits and delivering performance feedback.
- Prior experience in HVAC, home services, manufacturing, or a similar industry is a plus.

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## Skills & Competencies

- Process improvement and systems thinking
- Cross-functional collaboration
- Project management
- Data analysis and reporting
- Adaptability in a fast-growing, evolving environment
- Strong organizational and documentation skills

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## What Success Looks Like

- Training materials are current, comprehensive, and drive measurable improvement in team performance.
- Quality standards are consistently upheld across tickets, calls, and processes company-wide.
- Systems (Zendesk, Aircall, chatbot, AI tools) run efficiently, with minimal friction for end users.
- The knowledge base is a reliable, up-to-date resource for both employees and customers.
- Departments report improved collaboration and faster resolution of process gaps.

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## Why Join MRCOOL

MRCOOL is a fast-growing leader in HVAC innovation, and the Programs team sits at the center of the systems, training, and quality standards that keep our customer service operations running smoothly at scale. This is an opportunity to shape the tools and processes that directly impact thousands of customer interactions — and to help build a customer service function that grows smarter and more efficient as the company expands.

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Hickory, KY 42051 (Required)

Work Location: In person

Salary : $30,055 - $43,611