Customer Care Training and Quality Specialist

Company: ImOn Communications
Location: Cedar Rapids
Posted on: May 16, 2022

Job Description:

ImOn Communications is the LOCAL choice for cable TV, high-speed Internet and phone service. We value the relationships we have with colleagues, customers, and members of our community and look forward to serving Eastern Iowa for many years to come. As we expand our service availability we are looking for a Technical Support & Training Specialist to be a part of the ImOn Difference! Our employees share a passion for building a culture of "Creating Connections One Person at a Time" and fostering a fun and rewarding work environment.



The Technical Support & Training Specialist is responsible for the overall training and quality of the Customer Care team. Primary duties include content development, scheduling new hire and on-going training classes, monitoring and scoring agent calls, agent coaching and development, handling calls, and providing relevant feedback to all internal ImOn teams.

Essential Job Responsibilities for Primary Functional Area of Accountability

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• Builds, organizes, and maintains all training and supporting content relating to the training and development of the customer care team.
  
• Monitors all channels and provides, coaching, development, and process opportunities to maintain world class customer experience.
  
• Build, maintain, and nurture interdepartmental relationships with a keen eye on process and efficiency improvements.
  
• Plans, organizes, and executes team building and employee development exercises such as job shadowing, truck rides, and cross functional training.
  
• Tracks, reports, and provides frequent updates of all quality related metrics.
  
• Maintains and builds customer relationships to drive customer retention; works with internal teams to ensure operational efficiencies, service levels, and quality expectations are meeting or exceeding customer expectations.
  
• Handles trouble tickets for customers as needed, performs basic troubleshooting, triage, and customer support activities.
  
• Supports the operations supervisor in all efforts relating to skill based and career pathing development of the customer care team.
  
• Review employee performance post-training to determine what additional areas the representatives are struggling with and re-train as necessary. Reviews areas of opportunity to determine if training content needs to be updated.
  
• Takes initiative, participating in continuous learning opportunities and keeps current on projects and stays informed on changes in the company and industry.
  
• Maintain skillset by assisting with inbound calls, tier 2 support, and meeting the expectations of the Customer Relationship Advocate position
  
• Participates in proactive team efforts to achieve departmental and company goals.
  
• All other duties as assigned
  
  
  Requirements
  
  Required Knowledge & Abilities:
  
  
  • 
    
  • Customer and Personal Service: Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
    
  • Public Safety and Security: Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, and property.
    
    
    We're looking for someone with:
    
    
    • 
      
    • High School diploma or equivalent
      
    • Technical writing and the ability to design training curriculum.
      
    • Extensive working knowledge of cable TV, internet, and voice services.
      
    • Basic Microsoft Office suite knowledge.
      
    • Coaching and employee development.
      
    • Flexibility to work within non-standard business hours to ensure outstanding customer experience. Including ability to take on-call hours.
      
    • Working knowledge of Omnia, Meta Switch, BBX, and CMS technology platforms is a plus
      
      
      
      
      In addition to competitive pay, ImOn also offers health & dental insurance, 401(k), discounted Cable, Internet & Phone services, and additional perks such as FREE vision and life insurance as well as FREE short term/long term disability, vacation & holiday pay, and community volunteer opportunities.
      
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Keywords: ImOn Communications, Cedar Rapids , Customer Care Training and Quality Specialist, Other , Cedar Rapids, Iowa