Trainer, Customer Service at Genie in Lewisville, Texas

Job Description:

We are seeking a Learning Development Coordinator for our Genie Operator Division. This role is responsible for training new hires on the Garage Door Operator side of our business. This is an in-office position as all training in done on-site.

Overhead Door Corporation is a $1.6B company that manufactures and distributes garage doors, garage door openers and automatic entrance systems. We offer competitive pay plus bonus opportunity along with excellent benefits:

• Paid Holidays plus 40 hours of incidental time / Paid vacation
• 2 medical plans both with a wellness formula / dental insurance / vision insurance / RX coverage / FSA / HSA
• 401K match
• Life Insurance and Supplemental Insurance
• Short-term and Long-Term disability
• Educational Assistance
• Profit Sharing company funded

• Exceptional telephone communication and problem solving skills
• Computer skill, including data entry, Microsoft Windows, Excel, Word, and PowerPoint
• Proven ability to create and deliver effective presentations
• Must be capable of handling customer complaints in a satisfactory manner
• Lift 50lbs of training equipment for transportation, set-up/take down.
• Must be able to stand for long periods of time
• Familiarity with call recording and editing software preferred
• Internal candidates must have a minimum of 6 months with department
• Internal candidates must have met department goals for prior 3 months
• Internal candidates must have no written warnings in past 6 months
• Internal candidates must have no active performance plans
• Schedule flexibility - must be available to work needed hours M-Sat in office
• Flexibility for an irregular schedule is necessary. In office support can take place Monday - Saturday and is dependent on project needs.
• Ultimately, this position requires a person with great versatility in using many skills and abilities while being part of a hybrid team, working independently, presenting to employees, and talking with customers.

• High School diploma or equivalent and some college credit - Bachelor's degree preferred

• Exceptional telephone communication and problem solving skills
• Computer skill, including data entry, Microsoft Windows, Excel, Word, and PowerPoint
• Proven ability to create and deliver effective presentations
• Must be capable of handling customer complaints in a satisfactory manner
• Lift 50lbs of training equipment for transportation, set-up/take down.
• Must be able to stand for long periods of time
• Familiarity with call recording and editing software preferred
• Internal candidates must have a minimum of 6 months with department
• Internal candidates must have met department goals for prior 3 months
• Internal candidates must have no written warnings in past 6 months
• Internal candidates must have no active performance plans
• Schedule flexibility - must be available to work needed hours M-Sat in office
• Flexibility for an irregular schedule is necessary. In office support can take place Monday - Saturday and is dependent on project needs.
• Ultimately, this position requires a person with great versatility in using many skills and abilities while being part of a hybrid team, working independently, presenting to employees, and talking with customers.

• High School diploma or equivalent and some college credit - Bachelor's degree preferred

• Oversee and maintain all aspects of Training and Quality for the Contact Center
• Supervise agents as assigned to achieve department Goals and Objectives

• Generate and maintain up to date training and on-line resource material
• Assist in responding to all inbound/outbound, both direct or in a consulting capacity through the CSR's
• Available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor
• Back-up for approving timecards.
• Coordinate with Quality on plans-of action for Flash meeting topics, tools needed to ensure CSR success per company's standards.
• Assist new hires with computer/desk set up as needed (this includes work from home)
• Work with IT to create accounts for new hires and report IT issues
• Communicate with department on new procedures/policies
• Request product/office supplies as needed
• Search new ways to improve training procedures
• Analyze customer/agent reports to determine training trends/changes needed
• Coordinate Work From Home transitions and training
• Assist in informing customers/CSRs of procedures and resolutions of problems
• Provide follow-up to ensure customer satisfaction
• Provide in-depth troubleshooting/technical assistance
• Assist management in training agenda Assist management in routine office work

• Oversee and maintain all aspects of Training and Quality for the Contact Center
• Supervise agents as assigned to achieve department Goals and Objectives

• Generate and maintain up to date training and on-line resource material
• Assist in responding to all inbound/outbound, both direct or in a consulting capacity through the CSR's
• Available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor
• Back-up for approving timecards.
• Coordinate with Quality on plans-of action for Flash meeting topics, tools needed to ensure CSR success per company's standards.
• Assist new hires with computer/desk set up as needed (this includes work from home)
• Work with IT to create accounts for new hires and report IT issues
• Communicate with department on new procedures/policies
• Request product/office supplies as needed
• Search new ways to improve training procedures
• Analyze customer/agent reports to determine training trends/changes needed
• Coordinate Work From Home transitions and training
• Assist in informing customers/CSRs of procedures and resolutions of problems
• Provide follow-up to ensure customer satisfaction
• Provide in-depth troubleshooting/technical assistance
• Assist management in training agenda Assist management in routine office work