Customer Care Trainer

Johnny's Selected Seeds • Full-time • Waterville, ME, US • 2w ago

Johnny's Selected Seeds was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned. Johnny's mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

Johnny's is renowned for our exceptional customer service offering seeds, tools, supplies and information to direct market growers and avid home gardeners. We source, breed, trial, and sell outstanding selected varieties of vegetables, cut flowers, herbs, and farm seed, as well as thoughtfully designed tools and equipment. We take pride in the wealth of information and depth of experience we offer our customer base, nationwide and globally.

If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny's may be the place for you!

Customer Care Trainer

Onsite Fairfield, ME

Position Summary

Reporting to the Shared Services Manager, the Customer Care Trainer trains and supports all training across our Customer Care groups. The Trainer is responsible for evaluating our needs and current practices, and for creating, delivering, and maintaining a training development plan complete with online modules, and SOP instruction guides. The Trainer is also responsible for ensuring Contact Center Representatives interact with customers in accordance with Johnny's set guidelines and will monitor and assess the quality of Contact Center Representative and customer interaction across all the Customer Care groups and communication methods including phone calls (inbound and outbound), emails, and live chat.

This position is full-time, year-round, on-site at Johnny's Selected Seeds Business Office in Fairfield, Maine

Responsibilities

Develop a process to assess training needs
Schedule, communicate, and instruct employee training and ongoing training needs
Create training strategies, initiatives, and materials such as online resources and training docs.
Contact and utilize others within the company for resources for instructional training
Test and review created materials
Maintain a database of all up to date training materials
Monitoring and assessing performance against a set of criteria
Provide QM feedback to Sales and Customer Service agents by offering constructive feedback on what areas can be improved as well as areas that are executed well.
Develop a metric for Quality Scores to track individual and team performance
Preparing reports for management on where the Contact Center has improved and where it could improve further
Ongoing implementation of agent training and coaching initiatives

Education

Bachelor's degree from an accredited college/university or equivalent work experience

Qualifications & Skills

Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Experience with technologies and best practices for instructional manuals and teaching platforms
Adherence to company philosophy/mission statement/sales goals
Excellent interpersonal skills and communication, both written and verbal.
Ability to identify individual and team skill gaps
Organized, able to multitask, prioritize, and manage time efficiently
Leadership and team building skills a plus
Encouraging to team and staff; able to mentor
Able to analyze details and strategize for better solutions
Availability to work extended hours and varied days during peak times in the season
Brings a positive attitude to the job and enjoys working with a diverse group of people
Work experience as a Customer Service/Sales trainer or mentor or similar role

Physical Requirements

Must be able to move, manipulate and operate computer equipment
Capable of sitting for prolonged periods of time.
Ability to bend, pull and lift (up to 15 lbs. occasionally

Benefits

Health Insurance (HMO, PPO, HSA)
Dental Insurance
Vision Insurance
Flexible Spending Account (Medical & Dependent Care)
Employee Stock Ownership Plan & Profit Sharing
401(k)
Employee Discount
Maternity/Paternity/Adoption & Foster Care Leave
Company Paid Life Insurance
Voluntary Life Insurance
Voluntary Pet Insurance
Company Paid Short- & Long-Term Disability Insurance
Paid Time Off
Educational Assistance

Johnny's Selected Seeds is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

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