Customer Experience Trainer

About the role

Visual Comfort & Co. is the premier resource for decorative and architectural lighting, ceiling fans, system controls and automated shading solutions from the most influential designers in the world. The Customer Experience Trainer organizes, facilitates, and delivers training programs for new and existing Team Members.

Responsibilities

• Maintain global knowledge of company systems as they relate to customer experience procedures and workflows.
• Assess Team Member training needs to include technical, quality training, product, and soft skills training.
• Develop, edit, and maintain learning materials including, but not limited to, manuals, presentations, guides, handouts, videos, e-Learning, and job aids as required.
• Maintain and track employee training records.
• Periodically evaluate ongoing training programs to ensure they reflect operational updates and changes.
• Assist Director of Customer Experience Training in coordinating and training Team Members on systems, processes, and procedures.
• Evaluate and modify existing or proposed programs; suggest and implement suitable changes.
• Assess Team Member skill level and develop training specific to individuals or teams.
• Performs other duties as assigned by leadership or manager.

Requirements

• Bachelor’s Degree in teaching, communication, or a related field.
• 2 or more years of experience in teaching or a related field.
• 2 or more years of experience in customer service or a related field.
• Must be able to read, write and speak English fluently.
• Must exhibit problem solving skills as well as advanced computer skills.
• Experience in Oracle JD Edwards or other ERP software.

Skills

• Superior written and verbal communication skills.
• Ability to effectively present complex information so that content is accessible to a variety of learning styles and audiences.
• Proficient presentation and training skills for adult learners, with ease in Public Speaking.
• Strong knowledge of the principles, practices, procedures, and objectives of delivering outstanding customer service.
• Proper phone skills related to delivering outstanding customer service imperative.
• Ability to work collaboratively with team departments and promote positive work relationships with both internal and external customers.
• Proficient time management skills.
• Meticulous attention to detail and an ongoing commitment to achieving high-quality results.
• Superior organization, planning skills, time management and prioritization with the ability to multi-task and work well under pressure in a dynamic, team environment.
• Ability to work flexible hours, including weekends, as business needs may sometimes dictate.

Benefits

• Work-Life Balance: Monday – Friday 8:00 – 5:00 pm
• Training & Development: A comprehensive and structured training program, complemented by ongoing education and opportunities for career advancement.
• Paid Time Off: Generous vacation accrual and paid time off policies.
• Holidays: 7 paid holidays per year, in addition to 2 floating holidays.
• Health Benefits: Visual Comfort covers the majority of employee medical premiums, and offers competitive vision and dental coverage available starting the first of the month following your start date.
• Insurance: Company-provided life insurance and short-term disability coverage.
• Retirement: 401(k) plan with company matching up to 4%, available beginning the first of the month following your hire date.

Pay

Compensation Range: $60,000 Compensation is based on individual factors, including skill set, relevant experience, and work location