Customer Operations Trainer

The National Restaurant Association is proud to be part of a highly respected industry, providing hospitality, opportunity, and quality of life. And much like the industry we represent, we have a dynamic, diverse, and inclusive culture, grounded in trust, hospitality, collaboration, and innovation. These are the core values that inspire our work, and what we are looking for in a Customer Operations Trainer, who will help to develop a skilled, knowledgeable workforce that can meet key business objectives.

As the Customer Operations Trainer, you will oversee and ensure maximum effectiveness of the customer service function, by developing and implementing training programs, facilitating new hire and gap training, and working with internal teams on business transformations, integrations, and migrations.

The position includes providing guidance on new concepts and ongoing learning opportunities to help improve employee work performance, ultimately supporting morale, strengthening engagement, and increasing retention. In addition, the Trainer will be responsible for developing training materials and the coordination and facilitation of train the trainer classes, developing surveys, and perform evaluations that focus on an improved customer experience. You will also be responsible for ensuring that specialists provide the quality service that builds high levels of customer satisfaction. Reporting to the Manager of Training, the Customer Operations Trainer will have the autonomy and opportunity to contribute to business decisions related to the training and customer operations functions.

Responsibilities:

• Work as part of Training and Certification team to accomplish Association goals.
• Ability to influence direction to improve the customer and team experience.
• Understand basic business principles.
• Partner with Quality Assurance to ensure all specialists are following agreed upon processes.

• Create strategies to Identify and resolve product and process gaps.
• Assist the Manager, Training to accomplish departmental goals.

• Assist with the management of the LMS and all delivery systems to ensure specialists are kept up to date on all training and knowledge base material.
• Manage, develop, and conduct training programs to increase the efficiency of the call center/customer operations to achieve high performance.
• Serve as a liaison between sales, customer readiness, product, and all association departments to ensure information is effectively passed on to all customer operations departments.
• Oversee customer issues and ensure effective and long-term resolutions are achieved.
• Monitor the department's procedures to ensure on-time delivery and customer satisfaction.
• Maintain in-depth working knowledge of the cross-functional departments' systems and processes.
• Measure Customer Service Representatives' performance and makes recommendations on employment decisions.
• Provide regular feedback to the Manager, Training or the Sr. Director of Customer Operations Care, regarding service failures or customer concerns.
• Provide feedback to Customer Services team to ensure all customers have accurate and timely information
• Respond to customer inquiries and problem solving in a professional and effective fashion.

Requirements

• Bachelor's degree in a related field and minimum two years of work experience as a Trainer in a contact center or similar industry.
• Excellent verbal and written communication skills; ability to synthesize complex and sometimes confusing information into succinct training documentation.
• Multi-lingual skills highly desirable.
• Call center quality experience- monitoring calls, training on quality/soft skill opportunities.
• Proven understanding of driving quality customer interactions through training and process implementation.
• Strong writing, reading and math skills.
• Broad fundamental food service/hospitality industry knowledge a plus.
• Ability to work as part of a team and to work independently; a self-initiator, versatile and assumes risk with responsibility.
• Strong attention to detail and drive to ensure the integrity of underlying data & reports to help anticipate needs and solve problems.
• Highly effective communication and partnership skills.
• Strong presentation skills.
• Excellent collaboration skills that support positive working relationships and foster realistic internal client expectations.
• Problem solving skills with strong analytical and technical abilities.
• Vast understanding of analytics and reporting systems.
• Detail oriented with highly evolved organizational skills, effective time management and proven follow through.
• Demonstrated ability to adapt to change and be flexible when priorities shift.
• Able to excel in a fast-paced work environment, multi-task to meet deliverables with limited supervision.
• Computer proficiency across MS Office; ability to learn other computer software programs as needed.
• Must bring enthusiasm, collaborative work style, inquisitive attitude, flexibility, creativity, focus on excellence, and overall "great to work with" demeanor.
• Some travel may be required. 1-2 times per year at a minimum.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, genetic information and testing, family, and medical leave, protected veteran status, or any other characteristic protected by law. We strongly encourage women, people of color, people with disabilities and veterans to apply for our job openings. This commitment supports our policy of developing and capitalizing on the abilities of all our team members, as well as selecting, developing, and promoting those who are best qualified.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)