Customer Service Training Specialist

Definition:
Under general direction of the Customer Service Representative Training Manager, Training Specialists are to educate new hires on all material to perform job responsibilities, as well as knowledge about MedXM.

Essential Job Duties:
Educate new hires about MedXM and the purpose of what the company is doing.
Map out training plans, design, and develop training programs.
Thoroughly educate trainees on all business applications.
Summarize and provide evaluation reports on new hires.
Identify training needs by evaluating strengths and weaknesses.
Monitor the progress of each trainee.
Manage and maintain in-house training equipment and materials.
Partner with management leaders to help provide process recommendations.
* Periodically meet with management leaders to evaluate/updated training material/content.

Knowledge of:
Call center policy and procedures
Call center operations
Communication systems
Healthcare rules/regulations

Skills and Abilities:
Strong communication skills – listening, questioning, explaining, and giving feedback.
Interpersonal skills – building relationships, sensitivity, and handling conflict.
Flexibility – responsive, creative, adaptable, and manage change.
Exceptional presentation skills – present training material and content in a professional manner.
Proficiency in software applications – Microsoft office applications.
Advanced writing abilities to compose, present, or modify training curriculum and content.
* Ability to manage and oversee a classroom setting of up to 35 employees at a time.

Training and Experience:
2-3 years of training experience
Call center experience (inbound/outbound)
* HealthCare experience preferred


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