American Customer Care, is currently hiring professionals to work with our Consumer Products Client. We offer a Competitive Salary, Medical, Vision & Dental Benefits, and a 401K Plan. American Customer Care is proud to be an equal opportunity employer and a drug-free work place.

Learning and Development Facilitator

If you are a master of learning and development with incredible customer service skills, we have an opening for you! We are looking for learning professionals who can harness the power of adult learning strategies to design and develop engaging and interactive training and wow a class with superior presentation skills.

Responsibilities

• Design, develop, and deliver interactive customer service, technical, and product training for Customer Service Representatives (CSRs)
• Deliver existing customer service, technical, and product training
• Design, develop, and deliver new hire, up-training, and refresher training programs
• Drive a continual learning strategy
• Identify and remediate performance gaps
• Hold calibration sessions with client and leadership team to evaluate program quality and overall service delivery
• Review recorded customer service calls to assess them on soft skills, product/procedural knowledge and KPIs
• Partner with the client to maintain a high quality of service and keep all training current
• Create reports on training activities
• Identify and react to trends in activity, with a strategic mindset
• Provide creative solutions to obstacles

Knowledge, Skills, and Abilities

• Strong facilitation skills, both in-person and virtually that engage participants through interaction
• Understanding of adult learning needs and strategies
• Proven ability to design and develop engaging and interactive learning solutions
• Experience developing and delivering immersive and captivating blended learning solutions
• eLearning design and development experience preferred but not required
• Demonstrated flexibility and creative problem solving
• Continually maintain a working knowledge of all company products, services, and promotions
• Experience monitoring calls for customer service quality
• Ability to provide targeted and actionable feedback
• Represent and interact with clients in a professional and positive manner
• Demonstrated ability to multi-task in a fast-paced environment

Requirements

• Minimum associate degree, bachelors preferred
• 1+ years facilitating learning
• 1+ years designing and developing learning solutions
• 2+ years in the customer service field
• Excellent oral and written communication skills in English

EEO Statement

American Customer Care is an equal opportunity employer. We consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, ancestry, age, disability, veteran status, or any other status legally protected by federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Why Us?

• We inspire and develop employees to be their best
• We create experiences that inspire and make a difference
• We nurture a network of business partners to bring the best solutions to our clients