Customer Service Trainer
Our Opportunity:
Chewy is seeking a Customer Service Trainer in our Hollywood, Florida location.
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 is 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 direct 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 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 of 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
Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact [email protected].
To access Chewy’s Privacy Policy, which contains information regarding information collected from job applicants and how we use it, please click here: https://www.chewy.com/app/content/privacy).