Shire Jobs

P/C Customer Service Trainer

US-MI-Lansing

Job ID: 2024-4594 Type: Regular Full-Time

of Openings: 1

Category: Customer Service/Support Farm Bureau Center

Overview

P/C Customer Service Trainer ObjectiveTo develop, maintain, and deliver training for recently hired and existing team members of the P/C Customer Service department, to provide consistent skills and knowledge needed to provide quality service in line with the departmental vision. To work with project teams to design, develop, and deliver service training for company projects and initiatives that impact the P/C Customer Service department. Deliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions. /> />Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training. /> />Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development. /> />Cross-train other trainers on training curriculum. /> />Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members. /> />Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate. /> />Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model. /> />Provide innovative ideas for the PCCS training program's strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives. /> />Participate in project teams, representing P/C Customer Service training needs. /> />Deliver company project and initiative training to P/C Customer Service, alongside Subject Matter Experts (SMEs). /> />Work collaboratively with training teams from other departments to brainstorm ideas and streamline training programs. /> />Complete other duties as assigned.

Responsibilities

P/C Customer Service Trainer ResponsibilitiesDeliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions. /> />Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training. /> />Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development. /> />Cross-train other trainers on training curriculum. /> />Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members. /> />Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate. /> />Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model. /> />Provide innovative ideas for the PCCS training program's strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives. /> />Participate in project teams, representing P/C Cust