InComm

Customer Service Trainer

US-FL-Jacksonville
Type
Full-Time

Overview

Leveraging deep integrations into retailers’ point-of-sale systems, InComm provides connectivity to a variety of service providers that allow consumers to conduct everyday business at more than 450,000 points of retail distribution. Whether those consumers are activating prepaid products, paying bills, enjoying real-time discounts through a membership card, purchasing digital goods in-store or adding funds to an online account, InComm is there to provide unique gift-gifting opportunities, cater to on-the-go shoppers, deliver added value through loyalty programs and serve cash-based consumers. With 186 global patents, InComm is headquartered in Atlanta with a presence in 30 countries. Learn more at www.incomm.com or connect with us on www.twitter.com/incomm, www.facebook.com/incomm, www.linkedin.com/company/incomm or www.incomm.com/blog.

 

 

 

About This Opportunity

Our Customer Care Centers are committed to assisting our customers around the clock, 24 hours a day, 7 days a week. Our Team is made up of individuals who are dedicated to the highest level of service and strive to constantly improve quality through training and development strategies. 

 

Do you like to help others? Do you like helping solve problems? Do you like to learn? Then InComm Customer Care Centers may be just the place for you to start, or continue to grow your career.

We are looking for top talented individuals who are seeking a long term rewarding career in Customer Care.  We believe that our most asset is our people and to that end we want to develop and promote employees rather than hire them from outside. Customer Care has a development plan for all Customer Care employees to help you learn not only the InComm product set, but also core skills that will help you advance as a professional.

 

The Trainer is responsible for maintaining and delivering training to the entire Customer Care Center. To ensure Quality is imbedded throughout new hire and all up-training and to support the Quality Assurance Supervisor thru cross-training and directional input. In addition, this person will be responsible for the Supervision of new hires from class inception to their release to the call center floor, ongoing compliance and performance audits, implementing corrective processes and new product launches.

 

 

Responsibilities

RESPONSIBLITIES:

  • Prepare and maintain training materials including but not limited to VISA, MIO, Target and Wireless, as well as conduct new hire training classes.
  • Conduct refresher training as needed.
  • Monitor and score calls for quality performance and provide direct feedback to CSR’s. Will be required to monitor each call center representative at least once per month.
  • Support and assist in imbedding a Superior Quality mentality in all educational functionalities.
  • Modify training material based on quality monitoring trends, additions, updates, and changes.
  • Handle inbound, outbound and escalated calls as needed.
  • Use system and modified reports to track performance.
  • Maintain awareness of system speed and failures and communicate to Management for resolution.
  • Implementation of new products and floor updates.
  • Responsible for special projects as necessary.
  • Assist CSR’s with questions through proactive management and floor presence/coverage.
  • Supervise new hire class from class inception to safety harbor until final release to assigned Supervisor on floor.

Qualifications

QUALIFICATIONS \ REQUIREMENTS:

  • Bachelor’s degree or equivalent experience (i.e. prior Supervisory, Training, and/or Quality Control experience) and at least two years of experience in a call center environment.
  • Position involves the ability to work at a desk while using a telephone/headset and computer to talk and correspond with employees, Management, corporate contacts as well as customers and clients.
  • Position also involves the ability to create and present training materials in a one-on-one and/or classroom style setting to new and existing employees.
  • Must possess strong analytical, organizational, and time-management skills.
  • Communication skills (both verbal and written) are critical. Candidate must be able to effectively and appropriately read, write, and speak English. The ability to read, write, and speak Spanish is a plus.
  • Flexibility is critical for this position as your work days and hours will fluctuate.  
  • Must be able to effectively communicate procedures and concepts to a group of trainees in a classroom setting.
  • Maintain a very high level of professionalism in working with new and existing staff.
  • Must be able to handle multiple tasks while working independently, without direct supervision, and be able to direct and manage the work of others.  
  • Should possess a wide degree of creativity, flexibility, and latitude.
  • Familiar with PC Based software, including Word and Excel, PowerPoint required.

Standard Hours: 12p-9p Sunday-Thursday; however flexibility is needed as the days and hours worked will vary throughout the year depending on business needs.

 

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.         

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