Trainer – Call Center

Description (Why Work Here)

We Create Opportunity ERC is a growing end-to-end solutions provider in the accounts receivable management industry servicing clients nationwide with over 6,000 employees across multiple locations.  Because of our relentless dedication to deliver nothing less than exceptional, our company continues to grow.  Join us and you will too.  We’ll provide you with the tools, training and a team who will guide you and help you grow.  And along the way you’ll work with smart, fun people while receiving a great benefits package and earn some serious perks.  

  • Competitive base salary 
  • Opportunities to gain valuable professional skills through on-going training
  • Benefits offered after 60 days to include: Health, Dental, Vision, and IRA options
  • Paid Holidays after 90 days
  • Vacation after 90 days
  • Career growth opportunities
  • Fun, innovative culture that will challenge you and support your growth

 &

Responsibilities (Who we're looking for)

We Don’t Breed the Weak

 

Let’s keep it real.  We haven’t gotten this far by simply checking the boxes and delivering the bare minimum.  We are a team of real go-getters – the kind of people who seek out challenges, attack the day and outperform themselves.  Bottom line, you have the opportunity to elevate your career by giving 100% every day to reach your full potential and prove you want to be more than average.

 

Minimum qualifications:

  • High School Diploma / GED
  • 3+ years previous call center experience preferred.
  • Collections, customer sales and service training experience (minimum of 3 years in industry or related field).
  • Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire new hires. 
  • Operational knowledge of MS Office: Excel, Word, and PowerPoint.
  • Ability to develop training and methodology programs that are unique to ERC’s goals, values, and mission statement.
  • Ability to problem solve, strong decision-making skills, self-development skills.
  • Ability to handle multiple projects and prioritize.
  • Knowledgeable about existing and emerging training methods/tools.
  • Coaching and mentoring experience and comfortable with delivering corrective action.
  • High energy with the ability to build rapport and listen attentively to the needs of employees.
  • Ability to develop employees through positive motivation and training.
  • Ability to stand and sit for 8-9 hours daily.
  • Ability to speak for 8-9 hours daily.

Qualifications (Why this position)

We Don’t Believe In Limits

 

The Trainer maximizes call center agent’s effectiveness by ensuring agents have thorough knowledge of the processes and laws associated with the division they are instructing; products, services, program specific skills, troubleshooting, resolve problems, one call resolution and provide positive customer experience to ERC’s client and customer base. The Trainer is responsible for the initial orientation and continual training of agents. The desired candidate will be responsible for delivering training modules and running classes of up to 20-25 people. The Trainer will test employees for readiness, learning new products and services and delivering the information by developing creative teaching techniques. The Trainer will also work with Leadership to ensure they understand the training environment, have up to date reporting on training progress and identify current and ongoing training needs.

 

Responsibilities include but are not limited to the following:

  • Plans, conducts, coordinates, and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek or need one-on-one assistance.
  • Conducts training classes and utilizes a variety of teaching techniques including role playing, overcoming objections, dealing with irate customers, and creating a warm and positive experience for all customers.
  • Develops individual results by maintaining policy and procedure resources, providing coaching, conducting training sessions, and developing outcome improvement resources.
  • Improves training effectiveness by developing new approaches and techniques, making support readily available, and integrating support with routine job functions.
  • Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations and ongoing development.
  • Engages in all program specific process including but not limited to process improvement, group and individual call observation, call quality calibration and mentoring activities.
  • Thorough understanding of competition within industry, Regulatory requirements, technical support, and new product development and launches.
  • Active Verbal communication in classroom environment, 8 to 9 hours each scheduled workday.
  • Sitting and standing positions 8-9 hours each scheduled workday.
  • Must be flexible with the ability and willingness to work some late evenings, early mornings, and weekends. Must be able to travel to other call centers.
  • Support development of training plans and curriculum.
  • Performs all other duties as required.

 

 

RESUME SUBMISSION REQUIRED FOR CONSIDERATION 

Job Overview

Date Posted

08/02/2021

Department

Employee Development

Location

Jacksonville, FL, US

Wage/Bonus/Pay:

Salary based on experience

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