Customer Service Training Lead

A. Duie Pyle, Inc.; West Chester (Chester County); On-site; USD 55,000 - 75,000; Full time

Job summary

A. Duie Pyle, Inc. is seeking a Customer Service Trainer to lead the training and professional development of the Customer Service staff.

You will maintain training materials, coordinate with the CS Trainer, and develop programs to improve performance and efficiency. You will demonstrate proficiency with standard operating procedures, systems, and applications, and foster strong customer relationship skills.

Qualifications

• Subject matter expert of ADP services, processes and systems or 8+ years in customer service leadership/training.
• Excellent oral and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to motivate and engage others in a team environment.

Responsibilities

• Maintain training materials, binders, PKAs and related docs.
• Coordinate with CS Trainer for EPIC and materials upkeep.
• Develop and deliver customer service staff training.
• Design programs to improve performance and efficiency.
• Demonstrate proficiency with SOPs, systems and applications.
• Instill CRM skills: listening, questioning, rapport, empathy, positioning.
• Support leadership to meet inbound call service levels of 80%+.
• Identify development areas from call recordings and provide feedback.
• Suggest training policy improvements and maintain evaluation forms.

Skills

Customer service leadership

Training program design

Communication skills

Organizational skills

Team motivation

ADP knowledge

Education

High School diploma or equivalent

Tools

EPIC

ADP

Job description

A. Duie Pyle, Inc. is seeking a Customer Service Trainer to lead the training and professional development of the Customer Service staff.

You will maintain training materials, coordinate with the CS Trainer, and develop programs to improve performance and efficiency. You will demonstrate proficiency with standard operating procedures, systems, and applications, and foster strong customer relationship skills.