Coordinator, Guest Care Training & Quality

About the role

This multi-faceted role is ideal for a candidate with prior training experience and excellent verbal communication skills. The role involves leading by example, elevating the team through new hire and ongoing training, and creating and maintaining training courses. This position is remote.

Responsibilities

• Identify opportunities for and create knowledge articles and internal email templates as needed
• Regularly complete quality assurance assessments for internal Guest Care Coordinators and Social Care specialists and provide feedback/reporting to internal leadership
• Host and lead quality assurance assessment meetings and partner with vendor’s leadership team
• Collaborate with subject matter experts to ensure training resources are consistently up to date
• Create new hire training (internal and partnership), including organizing materials, leading internal classroom sessions and partner uptraining sessions, and facilitating sit-by sessions and mock calls as needed
• Collect feedback from internal Guest Care team and BPO leadership to identify ongoing training needs and team-wide development opportunities
• Lead ongoing and new skill training sessions to all internal and partnership teams
• Assist with Guest Care production (ezCater, social care, phone calls, emails, and chats) during low training volume periods as needed
• Develop and maintain an in-depth knowledge of the Guest experience path and all applicable lines of business (bakery-cafe operations, the MyPanera program, Subscription Program, Rapid Pick-Up, Gift Cards, Catering, Delivery, Social Care, and ezCater)
• Create and maintain new hire and ongoing digital training courses
• Provide feedback to improve Guest experience and efficiency within internal and partnership teams
• Communicate process changes and upcoming promotions to internal and partnership teams on a regular basis
• Work with managers, training, and knowledge & QA to understand communication strategy for various initiatives and promotions on a weekly basis
• Train and certify partnering vendors as needed
• Prepare for, participate in, and/or lead any meetings as necessary
• May be assigned other duties as determined by supervisor

Objectives

• Champion a culture of Knowledge Centered Service
• Collaborate with manager, training, knowledge, & QA to ensure all new hires are trained according to established guidelines and timelines
• Challenge team to continuously elevate our knowledge and training procedures
• Ensure that Guest Care is always knowledgeable on new initiatives and changes that will impact the guest

Qualifications

• Excellent written and verbal communication skills, including a professional, poised presence in cross-functional meetings
• Demonstrated ability to adjust communication for the audience at hand and identify when information is proprietary or not “public-facing”
• Proficient with Microsoft Windows: Outlook, Word, and Excel; Web Browsers such as Google Chrome, Apple Safari, Mozilla Firefox, and Salesforce Service Cloud
• Experience with Learning Management Systems software a plus
• Comfortable with technology and the ability to learn new procedures and programs quickly
• Ability to work both independently and as a team player in a dynamic group
• Ability to adapt to varied workload and learn new skills in a fast-paced environment with tight deadlines
• Experience in guest relations, learning and development, training, or restaurant/retail a plus
• Bachelor's degree in Communications, English, Marketing, or related fields a plus but not required

Working Conditions

• Required travel – Approximately once per quarter to St. Louis Support Center for team meetings
• Regular schedule is 8:00 AM - 4:30 PM Monday through Friday, but flexibility is required to accommodate new hire’s needs

While performing this job, the incumbent is regularly required to stand, sit, talk, hear, and use hands and fingers to operate keyboards.

Pay

$48,563 - $67,988 annually. The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location.