Experienced Virtual Customer Service Training Specialist – Talent Development and Instructional Design Expert for arenaflex Customer Service Team

Introduction to arenaflex

arenaflex is a leading organization dedicated to providing exceptional customer experiences through innovative solutions and a commitment to excellence. As a key player in the industry, we recognize the importance of investing in our people and fostering a culture of continuous learning and growth. Our customer service team is at the forefront of our operations, and we are seeking a talented and experienced Virtual Customer Service Training Specialist to join our team. This role will be instrumental in developing and delivering comprehensive training programs that equip our customer service associates with the skills and knowledge necessary to deliver world-class service.

Job Overview

The Virtual Customer Service Training Specialist will partner with the Customer Service Training Manager to achieve explicit department goals through talent development, instructional design, facilitation, and project management. The successful candidate will lead the arenaflex Customer Service Onboarding program through its life cycle, utilizing business metrics to summarize quality performance, identify solutions, and assist the Training Manager in implementing necessary actions. This role requires a focus on details and prior experience working in a fast-paced, customer service environment.

Key Responsibilities

• Manage the entire life cycle of the onboarding program, ensuring that each new hire follows the appropriate training track and documenting any wins/opportunities in performance
• Support the arenaflex Quality Assurance and Training team through training development
• Monitor and report on quality metrics, deep dive and identify trends/root causes
• Assist in identifying the levers which will drive improvements
• Identify agent performance improvement opportunities through contact evaluations and provide feedback (observations and trends) to Customer Service Managers and the Training Manager
• Work with the Training Manager to identify performance improvement opportunities by analyzing quality data and coaching documentation
• Participate in QA calibrations, and identify process improvement opportunities relating to contacts, agent behavior, and internal knowledge base gaps
• Align hiring and development needs with organization's strategic goals
• Collaborate with leadership to build and manage a variety of learning and development programs and offerings
• Design, develop, and maintain high-quality and relevant training content to meet team needs

Essential Qualifications

To be successful in this role, you will need to demonstrate the following essential qualifications:

• Demonstrated experience working with remote teams
• At least 2 years of experience in instructional design and/or training experience, including familiarity with Articulate 360 tools
• Excellent communication skills for the purpose of knowledge transfer and skill development, including superior skill in explaining technical topics to novices and collaborating with subject matter experts and managers
• Flexibility with full-time schedule including shift assignments on weekends/evenings
• Experience in carrying out all activities in the training cycle: analysis, design, delivery, implementation, and evaluation

Preferred Qualifications

In addition to the essential qualifications, the following preferred qualifications will be advantageous:

• Ability to support a variety of individuals and coach them for success
• Keen eye for detail and high level of accuracy
• Self-starter, seeks out new tasks when work is complete
• Independently handle increasingly difficult tasks with confidence and composure

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Virtual Customer Service Training Specialist, you will have access to a range of learning and development opportunities, including:

• Comprehensive training programs to enhance your skills and knowledge
• Opportunities for career advancement and professional growth
• Collaboration with experienced professionals in the field
• Access to cutting-edge technology and tools

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment that fosters collaboration, creativity, and innovation. Our company culture is built on the following values:

• Customer obsession
• Ownership
• Invent and simplify
• Are right, a lot
• Learn and be curious
• Hire and develop the best
• Insist on the highest standards
• Think big
• Bias for action
• Frugality
• Earn trust
• Dive deep
• Have backbone; disagree and commit
• Deliver results

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including a base salary range of $47,500/year to $91,400/year, depending on location and experience. In addition to a comprehensive benefits package, you will also have access to a range of perks, including:

• Equity and sign-on payments
• Medical, financial, and other benefits
• Opportunities for professional growth and development
• Collaborative and dynamic work environment

Conclusion

If you are a motivated and experienced training professional looking for a new challenge, we encourage you to apply for the Virtual Customer Service Training Specialist role at arenaflex. This is an exciting opportunity to join a leading organization and contribute to the development of our customer service team. With a focus on talent development, instructional design, and project management, you will play a key role in shaping the future of our customer service operations. Apply now to take the first step in your new career journey with arenaflex.