At arenaflex, we're passionate about challenging the status quo and delivering exceptional customer experiences. Our mission is to create high-quality products and services that exceed our customers' expectations, while maintaining a commitment to sustainability and social responsibility. As a Customer Service Training Specialist, you'll play a critical role in shaping the customer experience and driving business growth through effective learning and development programs.
**About arenaflex**
arenaflex is a retail and technology company that's redefining the way we shop and interact with brands. Our team is comprised of world-class talent from top universities and companies, including Stanford GSB, Google, and McKinsey. We're committed to innovation, customer satisfaction, and making a positive impact on the environment and society.
**Job Summary**
We're seeking an experienced Customer Service Training Specialist to join our team and support the development of our customer care new hire on-boarding, training, and ongoing education programs. As a key member of our Learning and Development team, you'll be responsible for designing and delivering training sessions, quality auditing, and tracking performance metrics to drive continuous improvement. If you're passionate about customer service, learning and development, and have a track record of delivering results-driven training programs, we want to hear from you!
**Key Responsibilities**
* Coordinate new hire on-boarding documentation and candidate on-boarding experience to ensure a seamless transition into the customer care team
* Support new hire training through leading learning sessions utilizing a variety of modalities, including instructor-led training, e-learning, and coaching
* Conduct quality audits and knowledge checks to identify knowledge gaps and development needs among team members
* Track, measure, and analyze new hire performance, attrition, and knowledge gaps to inform training program improvements
* Implement new modalities and training programs that improve customer experience, measured by decreases in agent-driven DSATs and increases in customer retention
* Schedule and deliver ongoing team continuous education sessions to ensure team members have the skills and knowledge needed to excel in their roles
* Support the customer care organization in creating and improving training materials, as needed
* Actively seek out ongoing skill development opportunities to stay up-to-date on best practices in customer service and learning and development
* Become an expert in Gladly conversation and customer care workflow SOPs
* Demonstrate problem-solving skills, reacting quickly and productively to resolve issues and serve as a resource for team members
* Lead by example, demonstrating arenaflex values and operating principles, including a customer-first mentality
**Essential Qualifications**
* Bachelor's degree in a related field, such as education, training and development, or business
* 3+ years of experience in training and learning development, with a focus on customer service
* Proven track record of delivering results-driven training programs that improve customer experience and drive business growth
* Experience delivering training and information to peers, hourly team members, and senior management, both individually and in groups
* Proficiency in computer usage, including learning management systems and other software applications
* Willingness to work different shifts as needed, including evenings and weekends
* Ability to balance and prioritize multiple tasks, with a focus on meeting deadlines and delivering high-quality results
* Strong problem-solving skills, with the ability to react quickly and productively to resolve issues
**Preferred Experience**
* Understanding of contact center processes and flow
* Certification or greater in instructional design and adult learning
* Prior experience in contact center management or leadership
* Evidence of ability to prioritize, manage, and complete projects with tight deadlines
* Experience delivering messages related to performance
* Ability to give and receive feedback effectively
* Ability to adapt to a fast-paced environment with changing circumstances, direction, and strategy
* Desire to thrive in a dynamic, growing environment
* Previous Kaizen/Continuous Improvement experience
**Compensation and Benefits**
arenaflex offers a competitive salary range of $60,000-$65,000 USD, with bonus eligibility based on individual performance and contribution to our strategic goals. We also offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
**Work Environment and Culture**
arenaflex is a dynamic and growing company that values innovation, customer satisfaction, and employee well-being. Our team is comprised of world-class talent from top universities and companies, and we're committed to creating a work environment that's inclusive, supportive, and challenging. If you're passionate about customer service, learning and development, and have a track record of delivering results-driven training programs, we want to hear from you!
**How to Apply**
If you're excited about the opportunity to join our team and contribute to our mission, please submit your application through our website. We can't wait to hear from you!