• Customer Service Trainer (Call Center)

    Job Locations US-NJ-Somerset
    Posted Date 4 weeks ago(5/1/2018 1:53 PM)
    Job System ID
    2018-5799
  • Overview

     

    Oticon's People First philosophy is more than a mission statement. It is a way of thinking and doing business that stems from the company's historical roots and has made Oticon a leader in the hearing industry.

    We hire people who share our commitment to putting the needs of people with hearing loss first. The exceptional quality of our workforce has enabled Oticon to bring many technology and audio logical "firsts" to market and to continue to meet the needs of hearing care professionals and the people with hearing loss that they serve.

    We provide an environment that enables our multi-disciplinary teams to continue to learn, find new ways to do things better and bring new solutions, features and professional support to market.

     

    Position Overview:

     

    The primary purpose of the Customer Service Trainer is to train new and existing Oticon Customer Service Representatives, to ensure they receive the necessary knowledge and skills to perform their job in conjunction with Oticon, Inc.’s Mission, Quality, Policy, and Objectives to provide an exceptional customer experience.

    Responsibilities

     

    • Provides training, supervision, and information to front-line Customer Service staff.
    • Assists in training on Policy and Procedure, Computer Systems Software, and Customer Profiles and Preferences
    • Maintains Customer Service staff training log in system
    • Monitors training process of new hires and assesses job skill level and knowledge to determine when new hire CS Representatives are ready to work independently
    • Communicates ongoing procedural updates and other updates to Staff
    • Provides input for system and report enhancements
    • Assists with call center and implementation of new system products, tools and technologies
    • Provides overview of the department to visitors and new hires outside of our department
    • Performs requirements for 5S Workplace Organization
    • Schedules and conducts Weekly/Monthly/Quarterly Training Sessions (for new and experienced staff)
    • Performs Customer Service Representative duties as needed
    • Ongoing development and updating of Customer Service Training Manual
    • Other training opportunities may be assigned as they are needed
    • May perform miscellaneous tasks/projects as directed by manager 

    Qualifications

     

    • Bachelor's Degree Preferred
    • 2 years Training Experience required; Minimum of 3 years Customer Service experience required. 
    • Must possess excellent interpersonal communication, organizational, and presentation skills. 
    • Excellent computer knowledge; MS Office (Outlook, Excel, Word, Access) is desired. 
       

    The company is an Equal Opportunity/Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

     

     *OTI

     

     

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