Life Storage Call Center Trainer in Williamsville, New York
Position: Call Center Trainer
Location: Williamsville, NY
Life Storage is looking to hire a driven and enthusiastic Call Center Trainer to ensure that all Customer Care staff are properly trained in both content knowledge and customer service skills. Our Customer Care Center is a primary department of Life Storage, driving sales and building customer experiences. The role of a Call Center Trainer is to deliver impactful, engaging training sessions that prepare new and seasoned Customer Care associates to deliver exceptional customer experiences while facilitating an ongoing environment for learning and growth.
Deliver or facilitate interactive trainings that create positive learning experiences and ensure consistency. Coordinate and participate in departmental needs-analysis activities to determine staff customer service skill level and knowledge requirements. Assess trainee performance and partner with leadership to measure trainee progress and evaluate training effectiveness, as well as provide ongoing support beyond classroom training. Work with management to create individual training plans for Customer Care staff, report on their progress, and recommend corrective actions and procedural improvements when needed.
2-3 years of experience in sales management or supervision Previous customer care or call center experience with sales is required Experience in providing a dynamic and positive training experience to individuals and groups both in person and virtually A flexible schedule is required, including nights, weekends and some holidays Exceptional verbal and written communication skills Strong understanding of company products, policies, and services Supervisory and leadership skills with experience in coaching and mentoring individuals with performance based metrics. Excellent problem solving, leadership, and customer service skills