What You’ll Do:

• Guides new hires in the classroom and during on the job training for the full onboarding
  experience
• Determine best course of action for each new hire at Chewy, based on the benefits to the
  business
• Readying new hires to become CSRs by relaying our culture, policies, procedures and
  mindset
• Relaying information in a way that’s engaging and easy to understand
• Assessing and addressing gaps in trainee understanding or training material utilizing adult
  learning principles and theories
• Communicating trainees’ success and opportunities in real time in a diret, positive
  manner, and providing corrective action when necessary
• Provide Guidance on how to de-escalate issues as needed
• Utilizes data to guide decision making strategies on new hire performance and future at
  the company.
• Analyze data and feedback provided by new hire classes to determine gaps and address
• Operate with a willingness to learn. We share feedback, we receive feedback and we
  operate in a culture of being open-minded to growth.
• Operate with understanding, active listening, patience, empathy and kindness to
  customers and fellow Team Members.

What You’ll Need:

• Demonstrate excellent communication skills (written, verbal and listening)
• Proficiency using computers, both for data entry as well as for rapid navigation through
  systems and the internet to search for information to help support team members
• Strong experience in facilitation
• Able to lead and develop new hire trainees through the onboarding experience
• Have interpersonal skills to deal effectively with all business contacts
• Professional appearance and demeanor
• Demonstrated ability to translate business needs into action and drive successful
  outcomes
• Well-versed in training, facilitation deliverables
• At least 120 days as a CSR IV Mentor, Development Coach, Team Manager or 2 years
  experience in new hire training programs
• Internal applicants must meet performance and quality metrics goals (averaged) for the
  last 30 days
• Internal applicants must not have corrective actions in the last 90 days and reliable
  attendance
• Proficient in Microsoft Office Suite—Word, Excel, PowerPoint, Outlook
• Ability to be flexible to business needs and adjust/compromise plans as needed
• Some travel may be required, less than 10%

Bonus:

• Bachelors degree preferred
• Previous experience in customer service and/or other high-volume service-oriented
  industry
• Experience in training technology platforms, virtual facilitation skills a plus