Quality and Training Specialist- Customer Care
Full Time
Mansfield, OH 44903
$20.22 - $27.00 an hour
Posted
Job description
People Passion Purpose
Everything School Specialty offers is designed for one purpose – to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.
We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
Transforming more than classrooms.®
Benefits
School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), PTO, Promise Hours dedicated to volunteering, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more!
Quality and Training Specialist- Customer Care
This position reports to the Care Quality & Training Supervisor. It is accountable for supporting the delivery of technical and non-technical learning programs for Customer Care employees, as well as maintaining the integrity of Care’s Quality Program.
Position solicits input from all members of the Care Organization to continually improve the effectiveness of training content and delivery, as well as leads regular Quality Calibration Sessions with Care Leaders to continually improve the effectiveness of Care’s Quality Program.
The base hourly range for this role is $20.22- $27.00 per hour.
Summary of Primary Responsibilities
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Everything School Specialty offers is designed for one purpose – to help students succeed. We believe every student can flourish in an environment where they feel safe and inspired to explore and grow.
We’re determined to positively impact the future, one child at a time. We need to talk if you share our passion:
Transforming more than classrooms.®
Benefits
School Specialty offers Medical, Dental, & Vision plans (Effective Day 1), Wellness programs, Health Savings Accounts, Flexible Spending Accounts, 401 (k), PTO, Promise Hours dedicated to volunteering, Education Reimbursement, Paid Holidays, Fall & Winter Flexible Hours, Employee Discounts and much more!
Quality and Training Specialist- Customer Care
This position reports to the Care Quality & Training Supervisor. It is accountable for supporting the delivery of technical and non-technical learning programs for Customer Care employees, as well as maintaining the integrity of Care’s Quality Program.
Position solicits input from all members of the Care Organization to continually improve the effectiveness of training content and delivery, as well as leads regular Quality Calibration Sessions with Care Leaders to continually improve the effectiveness of Care’s Quality Program.
The base hourly range for this role is $20.22- $27.00 per hour.
Summary of Primary Responsibilities
- Supports the delivery of face-to-face or virtual training to provide the knowledge and skills needed for employees of Care to deliver consistent positive customer experiences
- Supports the certification of representatives through the training process
- Documents and maintain training records
- Designs support tools and job aids
- Contributes to the development and maintenance of Care’s knowledge management system
- Supports and supplements supervisor coaching and mentoring activities
- Delivers training to address specific knowledge gaps
- Partners with Care Leadership by conducting quality calibration sessions to assess the consistency and effectiveness of Care’s Quality Program
- Communicates to advocates and leadership as it pertains to quality
- Consults Customer Care leaders on process improvement in quality and efficiency
- Assists in the development and implementation of quality and process improvement initiatives
- Maintain the Quality process and system
- Supports safety and security training initiatives to ensure we offer safe working environments for all employees
- Exercises care within work environment to prevent injuries
- Supports and follows all company safety policies and procedures
- Other duties or tasks as assigned by leadership to support the business
- Bachelor’s Degree
- Three years professional training experience in a business setting in roles such as corporate trainer, learning and development specialist, or similar titles, preferably in a customer service function
- Prefer one-year quality assurance experience
- Three years customer service-related work
- Demonstrated ability to deliver training programs
- Excellent facilitation and presentation skills in a variety of settings to include one-on-one, groups, formal presentations, etc.
- Highly computer literate with in-depth knowledge of Microsoft Office, Webinar delivery tools (Teams, Webex, LiveMeeting, GoToWebinar, etc.), Oracle EBS, Salesforce, Vonage Contact Center, etc.
- Excellent written, verbal, and interpersonal communication skills
- Problem-solving skills and ability to resolve discrepancies
- Strong organization skills and the ability to manage multiple tasks
- Strong analytical skills
- Up to 25% of the time including overnight and weekend travel.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
- School Specialty, LLC. is a Drug Free Workplace. All applicants are subject to a drug screen and background check as a condition of employment.
- We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
- If you need a reasonable accommodation for any part of the employment process, please contact us by email at Opportunities@SchoolSpecialty.com and let us know the nature of your request and your contact information.
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