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Customer Service Center Training Coach (Miami Lakes)

Company: CareMax, Inc.
Location: Hialeah
Posted on: January 11, 2022

Job Description:

Reporting to the Sr Manager, Contact Center, the Customer Service Center Training Coach is responsible for all training for the Customer Service Center, including processes, tools and behavioral skills. Responsible for creating all training for the Customer Service Center and updating procedures.

Essential Duties And Responsibilities
Monitors Representative calls and provides immediate feedback on strengths and areas that require improvement, both on a one to one basis as well as general trainings for recurring themes
Prepares new Hire Training
Responsible for delivering all Customer Service Center Training, in partnership with Customer Service leads
Trains on Customer Service tools, which include multiple EHRs (Electronic Health Record systems) and Contact Center tools (VOIP, Ticketing)
Creates Job Aids and training material
Coaches Contact Center Representative team individually and as a group to improve service and quality skills
Participates in calibration session with Sr Manager Contact Center
Works with Customer Service Center Management team to schedule training and team meetings
Tracks and submits ideas and solutions for service issues based on observations and analysis from Customer Service Representative client interactions
Assists Contact Center Management team with hiring decisions, promotions, and corrective actions.
Resolves escalated customer inquiries that may involve additional research or expertise
Responsible for updating procedures utilized by the Customer Service Center

Experience And Required Skills
Bachelor's degree from an accredited college or university or equivalent work experience.
A minimum of three years' experience training or managing teams in a call center environment.
Strong technical skills to learn new tools and train others in them.
Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center.
Ability to coach others in ways that contribute to higher levels of accountability, performance and conduct.
Preferably has Call Center specific certifications

CareMax provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, disability status, genetics, citizenship status, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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Keywords: CareMax, Inc., Hialeah , Customer Service Center Training Coach (Miami Lakes), Education / Teaching , Hialeah, Florida

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