Customer Experience Training Specialist (Veterinary-Focused)

Related keywords: call center remote jobinstructional design remote jobremote job customer service

Job Overview

The position of Customer Experience Training Specialist (Veterinary-Focused) at One80 Intermediaries plays a crucial role in shaping the customer service capabilities of the organization. The chosen candidate will take responsibility for enhancing the team’s customer service skills, improving service delivery, and ensuring that clients consistently receive a high-quality experience. This role is especially pertinent as it focuses on aligning the staff’s competencies with the needs of the veterinary sector, requiring a deep understanding of both the industry and effective training methodologies.

Key Responsibilities

The primary tasks associated with the Customer Experience Training Specialist include:

• Designing, Developing, and Delivering Training Programs: Create comprehensive training programs aimed at customer service staff, team leaders, and supervisors. These programs will cover various aspects such as new clients, products, work processes, behavioral skills, and system enhancements like Five9, utilizing multiple formats including in-person, virtual, and web-based sessions.

• Managing the Five9 Contact Center System: Oversee the administration of the Five9 system, ensuring it aligns with business requirements through appropriate configurations, user account management, and permissions. This responsibility is vital for maintaining a streamlined workflow in the contact center environment.

• Creating and Updating Training Documentation: It's essential to maintain robust documentation that outlines service standards and operational procedures, ensuring consistent performance from the service staff. This includes all relevant systems tools, policies, and practices.

• Conducting Quality Audits: Perform quality audits, such as reviewing calls and notes, to ensure compliance and recommend actionable improvements. This ongoing evaluation is necessary for upholding a positive customer experience.

• Collecting and Reporting Metrics: Use data from call monitoring and shadowing to report on training and quality metrics, helping to measure the effectiveness of programs and pinpoint areas requiring improvement.

• Maintaining Industry Knowledge: Stay updated on business knowledge across various units including Life & Health and Business Insurance Lines. Collaborating with Corporate Learning & Development is crucial for enhancing training material in line with industry trends.

Required Skills and Qualifications

Candidates interested in the Customer Experience Training Specialist role should meet the following qualifications:

• Educational Background: A Bachelor's degree in business management, business administration, education, or a related field is required.

  

• Professional Experience: At least 5 years of experience in a professional training environment, including a minimum of 2 years in instructional design. Previous experience working in a contact center setting, particularly with a focus on Five9 administration, is highly preferred.

• Strong Interpersonal Skills: The ability to interface with individuals at all levels of the organization is essential for effective communication and training delivery.

• Industry-Specific Knowledge: Familiarity with the insurance industry is preferred, particularly knowledge of Life & Health or Property & Casualty (P&C) is a plus.

• Knowledge of Licensing: Holding an insurance license in relevant fields will be highly advantageous and desirable for the role.

Compensation

The salary for the Customer Experience Training Specialist position ranges from $51,800 to $59,200 annually. This pay range reflects the organization’s commitment to equity, taking into account factors such as years of experience, location, and the economic framework surrounding the role.

Additional Information

One80 Intermediaries is positioned as a part of Arrowhead Intermediaries, which is renowned for its specialization in insurance distribution. The organization employs over 7,000 professionals worldwide and has a collective portfolio exceeding $18 billion in premium placements. Their scope of expertise ranges across wholesale brokerage, program administration, and specialty insurance.

The strong entrepreneurial culture along with operational excellence ensures that they continuously deliver tailored solutions that create long-term value across the insurance ecosystem.

As an equal opportunity workplace, One80 Intermediaries promotes diversity and inclusion, firmly committed to ensuring equal employment opportunities without regard to various legally protected characteristics.

Conclusion

In summary, the Customer Experience Training Specialist role at One80 Intermediaries is ideal for applicants who possess a solid background in training and development within customer service. This position offers an exciting opportunity to contribute meaningfully to a dynamic organization while focusing on enhancing service delivery in the veterinary field. Job seekers who meet the qualifications, especially those with relevant insurance experience, are encouraged to apply and become part of a forward-thinking company striving for excellence in customer service.

This job offer was originally published on himalayas.app