Customer Care Trainer
St. James, Montego Bay, Jamaica
Full Time
Mid Level
To ensure a world-class onboarding and continuing education experience for our Customer Care Representatives, we are looking for smart, dynamic Training to guide our employees. If you thrive at the center of the action, are quick on your feet when issues arise, and dream of building the future of transportation, then we want you to join us.
You will partner with leadership to create and deliver engaging learning and knowledge solutions that reduce effort and continuously deliver value to internal and external customers.
To be successful as a Trainer, you should be proficient in Training and Quality Assurance methodologies and demonstrate superior teamwork abilities. This role is primarily a Trainer but there will be a secondary focus on Quality Assurance when there are no ongoing trainings.
What You’ll do:
What drives success for this role:
Additional Skills
Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.
Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.
The extra mile:
We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.
You will partner with leadership to create and deliver engaging learning and knowledge solutions that reduce effort and continuously deliver value to internal and external customers.
To be successful as a Trainer, you should be proficient in Training and Quality Assurance methodologies and demonstrate superior teamwork abilities. This role is primarily a Trainer but there will be a secondary focus on Quality Assurance when there are no ongoing trainings.
What You’ll do:
- Ensure an effective, thorough, and empathetic learning experience for both new and current customer care representatives.
- Create and facilitate professional routine training, remediation and upskilling sessions for Customer Care team members
- Assess knowledge gaps, training and development needs
- Assist in the creation and update of training materials, curriculum, and knowledge base materials as needed
- Evaluate and report on the effectiveness of training, workshops and other learning solutions by completing training evaluations and end of training reports.
- Provide feedback that leads to process, product and tool enhancements that drives service quality and operational efficiency
- Handle customer contacts as needed
- Assess Customer Care Representative interactions on internal standards; this includes auditing phone calls and tickets
- Perform all Phone Rep audits in the established cadence
- Perform all Ticketing Rep audits in the established cadence
- Perform all Special Team [OST, etc] audits in the established cadence
- Create reports that reflect Customer Care Representative performance
- Audit QA data and report findings to LND Manager
- Accompany evaluations with meaningful and constructive feedback
- Handling customer interactions across our programs when there is a need.
What drives success for this role:
- 4-year college degree or equivalent experience
- Proven ability to create and deliver effective and engaging learning material – in-person instructor-led, remote instructor-led and self-guided
- Knowledge of Quality Assurance methodologies.
- Highly proficient with Microsoft Office Suite or equivalent platforms
- Skilled in organization and time management
- Willingness and ability to learn various training methodologies; prior familiarity preferred
- Excellent interpersonal and communication skills
Additional Skills
- Knowledge Management experience
- Familiarity with Zendesk or equivalent customer support ticketing platform
- Technical aptitude and the ability to pick up new technology quickly, particularly during product development
- Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits
- Generous paid time off, including holidays, vacation, personal, sick, volunteer and Parental Leave options.
Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.
Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.
The extra mile:
We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.
Flexcar is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Flexcar provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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