Customer Service Trainer

About the role

As a Trainer, you will serve as a leader of the onboarding experience and directly manage new hires joining Chewy as Customer Service Representatives (CSRs). The Trainer is the first person a new CSR spends time with at Chewy and will be their key contact for the first 3–4 weeks of training. Trainers set the tone for the culture and deliver the skills and knowledge required to perform in their roles as new CSRs, including Customer Service skills, tool navigation, and policy/procedure training to ensure a consistent and impactful onboarding experience. The Trainer will also provide ongoing training support for experienced team members as required and participate in special projects, providing feedback related to business initiatives that directly impact the learning experience.

Responsibilities

• Facilitate learning experiences, coach learner performance, support nesting activities, and prepare team members for success throughout training.
• Deliver virtual classroom training while applying adult learning principles to new and existing Customer Service Team Members.
• Review and score customer calls using quality control guidelines to ensure learners meet established criteria; calibrate with other team members to ensure consistency in grading using speech-to-text analytical tools and evaluation of issue resolution, customer empathy and sentiment, and adherence to Chewy training and product-specific knowledge.
• Utilize data to guide decision-making strategies to improve learner performance in preparation for moving from training to production.
• Deliver individualized coaching and feedback on behavior and performance to identify areas of opportunity and provide guidance for improvement and closing performance gaps.
• Lead classroom management efforts and provide guidance to de-escalate issues as needed.
• Make recommendations following the corrective action process for learners up to and including termination for attendance, behavioral, or performance-related issues in partnership with the Training Manager and HR.
• Manage daily activities to support the learning experience, such as assigning Performance and Learning Specialists to learners, overseeing completion of development sessions, ensuring e-learning completion, etc.
• Communicate learners' successes and opportunities in real time in a direct, positive manner, and provide corrective action when necessary.
• Maintain training records and other administrative tasks as required.
• Lead or assist in special projects designed to improve team members’ performance, including providing feedback on learning content design, analyzing QA data to identify opportunities for improvement in the learning environment, and supporting Product with navigational tool enhancements for Oracle, CSR Buddy, etc.
• Maintain business partner relations through effective communication with WFM, Operations, IT, HR, and internal L&D.
• Display behaviors consistent with the Operating Principles and Chewy culture.

Requirements

• At least 120 days as a Coach, Team Lead, or two (2) years of experience in new hire and existing employee training programs.
• Must meet Performance and Quality metrics goals (averaged) for the last 30 days.
• No corrective actions within the last 90 days.
• Flexibility to shift schedule as needed.
• Must be able to meet virtual requirements outlined in the Handbook.
• Strong experience in onsite and/or virtual training facilitation and class management skills.
• Excellent communication skills (written, verbal, and listening).
• Solid interpersonal skills to effectively operate in the business environment.
• Demonstrated ability to translate business needs into action and drive successful outcomes.
• Proficiency in using Microsoft Windows and web-based applications such as Slack, Zoom, and Outlook for data entry, communication, engagement, and rapid navigation through systems and the internet to search for information to support customers. This includes performing repetitive tasks such as typing and using multiple monitor screens.
• Proficient in Microsoft Office Suite – Word, Excel, PowerPoint, Outlook.
• Ability to be flexible to business needs and adjust/compromise plans as needed.
• Travel may be required.
• Licensing will be required for Pharmacy programs.

Qualifications

• Bachelor’s degree preferred.
• Previous training experience in customer service and/or other high-volume service-oriented industry.
• Experience in training technology platforms.
• Advanced virtual facilitation skills a plus.

Benefits

• Competitive wages.
• Medical & dental insurance.
• 401k and other benefits.

Why Chewy Customer Service?

• You Belong: Chewy is a place where you can be your authentic self. Our pet parents and partners are from different places and walks of life, and Chewtopians are empowered to bring their perspectives to deliver on our mission.
• You Can Grow: Our culture is for those who thrive on delivering results and becoming their best—no matter your role or location.
• You Can Make a Difference: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything you do.
• You Will Get Support: Ongoing training and development, resources, and opportunities to become your best.
• You Will Get Rewarded: Competitive wages, medical & dental insurance, 401k, and more.