Hybrid Customer Service Trainer – Technical Lead

Posted 3 weeks ago

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About the role

  • Manage and respond to Customer Service Representative (CSR) email escalations – connecting with the customer and identifying coaching/review opportunities with team members.
  • Regularly monitor/ shadow with CSRs – addressing opportunities to coach and celebrate.
  • Apply subject matter expertise to evaluate business operations and processes, identifying opportunities for improvement and recommending enhanced procedures and controls.
  • Develop, update, and maintain training materials and the Customer Service knowledge base as the primary resource for team information.
  • Serve as the primary point of contact in Customer Service for advanced CRM and SAP technical inquiries.
  • Participate in technical meetings as subject matter expert of call center and as well as be primary “tester” of technology for the Customer Service department.
  • Collaborate with cross-functional teams to design and implement technical solutions that enhance business performance.
  • Provide consultation and specialized expertise across business operations to support process improvements.
  • Identify and recommend automation solutions for returned mail processes.
  • Manage the closure of attorney, tenant, and other service-related forms, and address process breakdowns within the start/stop service workflow.
  • Support outage communications and alerts in coordination with the Customer Advocate and Team lead.
  • Deliver “train-the-trainer” sessions in CRM for Customer Service and other departments.
  • Create engaging and creative Pop-up training opportunities.
  • In collaboration with the Team Lead/Trainer develop and deliver training to new hires to customer service.
  • Serve as the primary point of contact for troubleshooting issues related to the payment system and IVR, ensuring timely identification, resolution, and communication of system problems.
  • Provide support on the phones during peak call volume times/ and as needed.
  • Serves as backup to CS Team Lead Trainer as needed.

Requirements

  • In-depth understanding of Contact Center operations, CRM, and SAP systems.
  • Recognized subject matter expert in Customer Service processes.
  • Strong proficiency in PC operations and Microsoft Office applications.
  • Solid understanding of the relationship between Customer Service, Collections, and Billing functions.
  • Demonstrated experience in documenting Customer Service processes and procedures.
  • Excellent verbal and written communication skills.
  • Advanced understanding of business operations and cross-functional processes.
  • Proven experience in designing, developing, and delivering effective training programs, both in-person and virtual.
  • Problem Solving: Possesses exceptional problem-solving skills, applying expert-level Customer Service knowledge to identify issues, develop solutions, and assess their effectiveness.
  • High school diploma required. Bachelor’s degree preferred, but not required.

Benefits

  • Health insurance
  • Paid time off
  • Flexible work arrangements
  • Professional development

Job title

Customer Service Trainer – Technical Lead

Job type

Experience level

Senior

Salary

$27 per hour

Degree requirement

High School Diploma

Location requirements

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