Trainer
Consumer & Customer Care
Full Time
Augusta, Ga
2019-02-28

The Customer Engagement Center Trainer will be responsible for delivering targeted and successful training programs focused on introducing new hires to Electrolux, providing superior customer service, driving profitable growth activities and professional development.  This position will specialize in technical product and troubleshooting training development and delivery,

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Delivers effective and engaging training programs for front-line customer service agents and digital care agents designed to deliver effortless experiences, brand loyalty and drive profitable growth
  • Reviews Voice of the Customer data to ensure that we are focusing product training on the high volume products models and call types 
  • Partners with managers, coaches, and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives, and technologies
  • Employs adult learning techniques to formulate teaching outlines and determines instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops
  • Selects or develops teaching aids such as training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference workshops
  • Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge
  • Tests trainees to measure progress and to evaluate effectiveness of training
  • Reports on progress of employees under guidance during training periods
  • Maintain trainee records
  • Facilitates night classes as needed
  • Deliver remedial and/or follow-up training
  • Deliver recurrent skills enhancement training
  • Assist in identifying and defining the training needs of the agents and implement programs to meet those needs
  • Maintain connection with current business environment to ensure relevancy in all aspects of work

Minimum Qualification

  • College education preferred
  • Minimum 3-year experience in training/leadership role
  • Appliance industry experience preferred
  • Electrolux Major Appliances experience preferred

KNOWLEDGE, SKILLS & ABILITIES

  • Strong interpersonal and presentation skills; exceptional written and verbal communication skills
  • Strong technical knowledge of appliances
  • Understanding and prior implementation of adult learning principles and techniques
  • Strong planning an organizational skills
  • Strong customer service and selling process knowledge 
  • Demonstrated track record of collaboration and partnership
  • Professional and exceptional example setting
  • Working knowledge of MS Office (Excel, Outlook, PowerPoint), and the ability to learn technology quickly
  • Performance observation and feedback skills required
  • Experience at working both independently and in a team-oriented, collaborative environment is essential
  • Ability to effectively communicate with all levels of the organization and with outside contacts 
  • Must be motivated, adaptable, flexible, and able to produce quality results in an evolving, fast-paced environment
  • Successfully navigates through ambiguity and change