Member Services Trainer

SUMMARY :

The Member Services Trainer is responsible for the training and continuing education of all new and current Member Services employees both on-site and virtually;

also responsible for working with Member Services employees through call monitoring, side-by-sides, and observations to provide feedback and reinforce standard practices and policies.

DUTIES

• Develops and delivers training to new hires and existing employees with a focus on departmental policies and guidelines to facilitate total member satisfaction.
• Continuously evaluate departmental training needs / gaps, measuring the effectiveness of training and performance
• Instills a friendly, positive attitude in Member Services employees, developing and promoting effective customer service skills and phone etiquette
• Instructs / counsels employees in the use of computer software, web-based programs and phone systems
• Organizes and oversees continuing education for employees including testing to ensure compliance
• Documents and reports to management perceived / realized problems with service or individual performance, analyzes potential solutions, works with department management to implement solutions through proper training
• Performs frequent call monitoring of new employees to identify potential customer service issues and ensure that employees are adhering to department policy and procedure.
• Monitors employees to follow up on issues, errors, and complaints
• Serves as a resource for Member Services employees for questions regarding company policy or member relations; Assists team members and Supervisors
• Serves as backup to Communication Center and Dispatch to alleviate call hold times and / or Dispatch overflow.
• Maintains proper training records on employees
• Performs tasks of a varying nature to meet changing workload requirements and respond to various management directives

QUALIFICATIONS : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and / or EXPERIENCE

• High school diploma or general education degree (GED)
• Bachelor’s degree in Education, Business, Human Resources or equivalent work experience
• 1+ years of training, coaching, or mentoring employees within a call center environment
• 1 year of call center experience
• Experience in instructional design
• Intermediate to advanced skill level in Microsoft Office suite including Excel, Word and PowerPoint

OTHER REQUIREMENTS

• Ability to develop and implement classroom course work
• Strong communication skills with the ability to work with a variety of backgrounds, skill levels and personalities
• Strong organizational skills and attention to detail
• Understands how to develop training tools including on-line / remote options
• Excellent problem-solving skills
• Demonstrated skill in handling a variety of assignments simultaneously
• Flexible schedule

AAA Minneapolis offers a competitive compensation and benefits packages including; medical / dental insurance, 401(k) & 401(k) matching, generous time off, a complimentary AAA Membership and much more!

AAA Minneapolis is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.