TRAINING AND DOCUMENTATION SPECIALIST

We install innovations where they matter most. In the minds of our customers and partners.

As a driver of innovation, Viega is one of the most important technology leaders in the installation industry. We develop intelligent systems and integrated digital solutions.

Quality is incorporated into everything we do. We believe that this is about much more than supplying pipelines. We turn spaces into living rooms : More comfortable.

More intelligent. More secure. More sustainable.

Support us as :

Training and Documentation Specialist

Job-ID : 15066; Location(s) : Broomfield, CO

JOB DESCRIPTION SUMMARY

The Training & Documentation Specialist is responsible for ensuring the delivery of excellent customer service through quality assurance and training of department colleagues as well as monitoring and executing ongoing training to help develop the customer service levels of the overall team and ensure customer loyalty and satisfaction is accomplished.

JOB DESCRIPTION DETAILS

Training & Quality Assurance :

• Responsible for developing new hire training plans and department assessments.
• Create and maintain all training guides, agendas, policies and procedures, and training materials.
• Train and develop new employees and any temporary support across all tiers of customer service and / or order management.
• Identify and develop training & evaluation resources for the department such as assisting with the development of skills matrix and rating agents per matrix.
• Partners with department management to develop and provide up-training when necessary to help employees meet performance expectations and ensure continuous improvement.
• Provides training and leadership development for the department leads
• Proactively identify and help implement enhancements and tools to support a positive customer experience and provide scalable solutions.
• Provide training for field sales on department functions and explain how partnership can benefit the Sales department and Customer Support department.
• Actively train and participate in boot camps to ensure all employees understand the functions of the Customer Support department.
• Audit colleague errors, identify root cause of errors, provide training related to errors, identify, and collaborate with management on potential next steps for further action.
• First point of contact for escalations, second for scheduling issues.
• Responsible for ensuring documentation is accurate, updated, and currently in practice.
• Ensure all QMS documents are accurate and updated.
• Assess the quality of customer service calls and / or orders and communicate results to colleagues and department leadership, when necessary, provides feedback, and coaches colleagues.

Systems Analyst :

• Understands the broader scope of all systems that the department uses (Salesforce, Esker, and SAP) and an extensive knowledge of navigating each system
• Identify improvements for each system and manage implementing them
• Daily management of each queue and communication with team regarding completion goals
• Extensive knowledge in reporting

Other

• Performs other duties as required and / or assigned
• Will be required to travel up to 20% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities

• Ability to complete all tasks affiliated with all tiers of Customer Service and Order Management.
• Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM.
• Professional phone / follow-up skills.
• Excellent customer service skills.
• Strong interpersonal, written, and oral communication skills.
• Ability to multi-task.
• Excellent organizational and prioritization skills.
• Ability to enter orders accurately with minimal errors.
• Ability to handle difficult situations and determine appropriate resolution.
• Ability to obtain and maintain product knowledge.
• Ability to pay close attention to details.

Education, Certification / License & Work Experience

• 3-5 years of related customer service / support experience
• Associate's Degree, preferred

Equivalent combinations of education and experience may be considered.

Total Rewards Package :

Compensation

• Base : $71,000 - $97,000 annually, based on specific compensable factors including, but not limited to education, work experience, and geographic market.
• Bonus : This role will be eligible for participation in a discretionary annual bonus program, pursuant to which an employee may be awarded a percentage of their salary based on the company's performance and their own individual performance.

Benefits

• Medical, Dental, Vision
• Wellness Program
• Health Savings Account (HSA) with a company contribution
• Voluntary Benefits (Life, AD&D, Disability)
• 401(k) retirement plan with a 7.5% company contribution
• Time Off Programs - 22 days Paid Time Off (PTO), 9 Company Holidays, 2 Volunteer Days

Application Window

• Posting date : 09 / 13 / 2024
• The application deadline for this job : 10 / 13 / 2024

Your contact person :

Lauren Stauffer

LI-LS1

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Apply to Viega now.

Nearest Major Market : Denver