Licensed Customer Service Trainer

Our Opportunity

As a Licensed Trainer, you will serve as a leader of the onboarding experience for new hires and existing Team Members joining Chewy as a Pharmacy Healthcare Representative. The Trainer is the first person a new Pharmacy Healthcare Representative spends time with within their new role and will be their key contact for the duration of training. Licensed Trainers will set the tone for the culture and deliver the skills and knowledge required to perform in their new roles. This will include Customer Service skills, tool navigation, and pharmacy policy/procedure training to ensure a consistent and impactful onboarding experience for each Chewtopian that joins Pharmacy Customer Service. Licensed Trainers will also provide on-going training support throughout a team member's first 30 days in the role.

What You'll Do:

• Initially, you will work to acquire a PTCE Certification by achieving a passing score as required by the Board of Pharmacy. You will be required to understand and comply with all PTCB policies.
• Deliver virtual classroom training while applying adult learning principles to new and existing Pharmacy Healthcare Representatives.
• Review and score customer calls using quality control guidelines to ensure learners are meeting established criteria; calibrate with other Team Members to ensure consistency in grading using speech to text analytical tools and evaluation of issue resolution, customer compassion and sentiment, and adherence to Chewy training and product specific knowledge.
• Utilize data to guide decision making strategies to improve learner performance in preparation for moving from onboarding to production.
• Deliver individualized coaching and feedback, on behavior and performance, to learners to identify areas of opportunity and provide guidance for improvement and closing performance gaps.
• Lead classroom management efforts and provide guidance to de-escalate issues as needed.
• Make recommendations following the corrective action process for learners up to and including termination for attendance, behavioral, or performance related issues in partnership with Training Manager and HR.
• Lead daily activities to support the learning experience such as assigning Performance and Learning Specialists to learners, leading all aspects of completion of development sessions, ensuring e-learning completion, etc.
• Communicate learners' successes and opportunities in real time in a direct, positive manner, and provide corrective action when necessary.
• Maintain training records and other administrative tasks as required.
• Lead or assist in special projects crafted to improve Team Members' performance; including providing feedback on learning content design, analyzing QA data to find opportunities for improvement in the learning environment, providing feedback and supporting Product with navigational tool enhancements for Oracle, CSR Buddy, etc.
• Maintain business partner relations through optimally communicating with WFM, Operations, IT, HR, and internal L&D.
• Display behaviors that are consistent with the Operating Principles and Chewy culture.

What You'll Need:

• Must be able to meet virtual requirements outlined in the Handbook.
• Strong experience in virtual training facilitation and class management skills.
• Demonstrate excellent communication skills (written, verbal, and listening)
• Solid social skills to optimally operate in the business environment.
• Proven track record to translate business needs into action and drive successful outcomes.
• Proficiency in using Microsoft Windows and web-based applications such as Slack, Zoom, and Outlook for data entry, communication, engagement, and for rapid navigation through systems and the internet to search for information to help support our customers. This will include performing repetitive tasks such as typing and using multiple monitor screens.
• Proficient in Microsoft Office Suite – Word, Excel, PowerPoint, Outlook
• Ability to be flexible to business needs and adjust/compromise plans as needed

Why Chewy Customer Service?

It's not just about us. It is also about what you get. That's why in Chewy Customer Service, you are empowered to become your best.

• YOU BELONG: Chewy is a place where you can be your authentic self. Our pet parents and partners are from everywhere--different places and different walks of life. It is what makes them unique. Likewise, Chewtopians are empowered to bring their perspectives to deliver on our mission!
• YOU CAN GROW: Our culture is for those who thrive on delivering results and becoming your best – no matter your role or location.
• YOU CAN MAKE A DIFFERENCE: You are encouraged to be curious, ask questions, bring ideas forward, and act like an owner in everything that you do.
• YOU WILL GET SUPPORT: When you join Chewy Customer Service, you will have ongoing training and development, resources, and opportunities to become your best.
• YOU WILL GET REWARDED: Chewy has you covered when it comes to competitive wages, medical & dental insurance, 401k, plus more! Of course, the biggest perk is the ability to work together with other smart, driven, and passionate Chewtopians who are making an impact each day.