Trainer

Consumer Cellular, Inc.

Phoenix (AZ)

On-site

USD 53,000 - 68,000

Full time

43 hours ago

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Benefits offered by this job

Medical insurance

Dental and Vision insurance

401(k) company match

Paid Time Off

Holidays and floating leave

Flexible Spending Accounts

Employee rewards program

Education reimbursement

Job summary

Consumer Cellular, Inc. in Phoenix is seeking a confident public speaker and educator to improve employee training and performance. The Trainer will manage and train new Customer Service Representatives and may lead a team while tracking metrics over time.

You will deliver class material, apply adult learning principles, assess retention, assist onboarding, and collaborate with training, recruiting, and site leadership to foster a positive environment and high graduation and retention rates.

Qualifications

Classroom/job training facilitation experience.
2 years training facilitation experience.
2+ years in high-volume customer support.
Curriculum design experience preferred.
Skilled in Microsoft Office, especially Excel.
Highly technical in billing and device support.
Ability to multitask and prioritize tasks.
Strong work ethic and attention to detail.
Strong communication skills (verbal/written).
Dependable with good attendance history.

Responsibilities

Manage and train new Customer Service Representatives and manage performance.
Organize, direct, and monitor the daily activities of Customer Service Representatives.
Answer questions from team members and provide suggestions as appropriate.
Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints.
Manage workers and resolve grievances; escalate to management if needed.
Build strong, high-performing teams that meet/exceed performance metrics.
Identify opportunities and provide feedback to those impacted.
Maintain knowledge of offered products and services.
Provide courteous, accurate, and efficient service to team members and customers.
Facilitate effective training using adult learning principles to maximize retention.
Assist with onboarding of new agents, system setup, and evaluating performance.
Collaborate with training staff, recruiting staff and site leadership.

Skills

Training facilitation

High-volume support

Multitasking

Time management

Communication

Adaptability

Team supervision

Tools

Microsoft Office

Excel

Job description

Our Commitment to You

At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.

Our Commitment to You

All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at talentacquisition@consumercellular.com.

Job Summary

The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The position requires managing and training new Customer Service Representatives. The Trainer may manage a team and be responsible for the team’s metrics for extended periods of time based on the company’s needs. The position requires assisting with class material delivery and development, understanding of adult learning principles, and assessing the retention of content by trainees. Other duties will include assisting with the onboarding of new agents, including system set up and evaluation of performance and reviews. This position requires the Trainer to work closely with all training staff, recruiting staff and site leadership to create the most positive and supportive training environment possible resulting in a high graduation rate and employee retention rate.

Responsibilities

Manage and train new Customer Service Representatives and manage performance.
Organize, direct, and monitor the daily activities of Customer Service Representatives.
Answer questions from team members and provide suggestions as appropriate.
Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints.
Manage workers and resolve grievances; if needed, elevate to management for assistance.
Build strong, high-performing teams that enjoy fun and competition while striving to meet/exceed performance metrics.
Identify areas of opportunity and provide feedback to those impacted.
Maintain thorough knowledge and expertise in all offered products and services.
Provide service courteously, accurately, and efficiently to team members, co-workers, and customers.
Facilitate effective training by utilizing all adult learning principles to create an environment of maximum content retention.
Any additional tasks/projects as assigned by the management team.

Minimum Qualifications (Education, Experience, Skills)

Classroom/job training facilitation experience
2 years training facilitation experience
2+ years in high-volume customer support
Curriculum design experience preferred
Skilled in the use of Microsoft Office, especially Excel
Highly technical in billing and device support
Ability to multitask
Ability to prioritize assigned tasks
Strong work ethic
Attention to detail
Technically proficient
Strong communication skills
- Verbal and nonverbal communication skills
- Ability to effectively communicate to the customer, verbally and written
- Possess the ability to communicate over the phone with agents in a professional yet, assertive manner
- Able to communicate well in both one on one and in group settings
Dependable – good attendance history
Open to delivering and receiving feedback
Strong relationship building skills
Be able to adapt to change
Ability to pick up on verbal cues when training agents and understanding of when follow-up questions are needed
Conduct yourself in a professional manner with agents and fellow employees
Ability to manage multiple tasks at once
Time Management - prioritization

About Consumer Cellular

Founded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by American Customer Satisfaction Index (ACSI). Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at ConsumerCellular.com, by phone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on Facebook, Instagram, and Youtube for tutorials, features, applications, and company news.

Pay & Benefits Data (in accordance with the Equal Pay and Opportunities Act)

Minimum Salary: $52,500
Maximum Salary: $68,250

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.

Competitive base pay with potential for shift differential, overtime and bonus pay
Medical insurance (98% company-paid for full-time employee only coverage)
Dental and Vision insurance (100% company-paid for full-time employee only coverage)
401(k) company match of 100% up to 6% of your pay
Discounted Consumer Cellular wireless phone plan for employees
Paid Time Off (PTO) available following a 30‑day waiting period*
6 company-paid holidays plus 16 hours of floating holiday accrual per year
Flexible Spending Accounts (FSA) for health care and dependent care expenses
Life and AD&D insurance equal to 1x your annual earnings (100% company-paid)
Long-Term Disability insurance (100% company-paid)
Employee Assistance Program (100% company-paid)
Education reimbursement
Employee rewards program
Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.