Customer Care Training Lead – Full Stack Training Program Development & Implementation

At arenaflex, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a Customer Care Training Lead, you'll play a pivotal role in shaping the future of our customer service training programs. If you're passionate about empowering associates to provide world-class service, we want to hear from you!

About arenaflex

arenaflex is a leading retailer with a rich history of serving customers across the United States and Puerto Rico. With a strong commitment to the Golden Rule, we've built a culture that values empathy, kindness, and respect. Our team of over 60,000 associates worldwide is dedicated to making a positive impact in the communities we serve. As a Customer Care Training Lead, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences.

Job Summary

We're seeking an experienced Customer Care Training Lead to join our team in Columbus, OH. As a key member of our training team, you'll be responsible for developing and implementing comprehensive training programs that equip associates with the skills and knowledge needed to deliver exceptional customer service. If you're a seasoned training professional with a passion for customer service, we encourage you to apply!

Key Responsibilities

• Facilitate formalized training sessions for associates, including the use of developed teaching aids, course schedules, training records, and adapting training methodologies to improve knowledge transfer and retention.

• Serve as one of the primary points of contact for associates and new hires regarding training and onboarding, providing guidance and support to ensure a seamless onboarding experience.
• Administer and manage on-site reporting of trainee progress, engagement, aptitude, and recommend areas for improvement directly to the trainee as well as to the leadership team.
• Coordinate regularly with Trainers and Supervisors to identify needs for new hire training and continuous learning while ensuring certification as specified.
• Identify opportunities where specific training would improve the level of service provided to our customers, making recommendations for enhancements to training materials to improve overall call center processes and performance.
• Stay current with arenaflex systems, tools, and initiatives by participating in all company training and communication as appropriate.
• Provide coaching to new team members on Readiness Row by actively listening to calls, observing system navigation, and measuring key performance indicators.
• Perform other duties as assigned by management.

Qualifications & Core Competencies

• Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards, and reports that apply to the Customer Care Center.

• Minimum of 2 years of experience in a call center environment, with a proven track record of delivering high-quality training programs.
• Experience delivering clear and developed content, including onboarding, new hire, process updates, and continuing education.
• Excellent interpersonal skills that lead and motivate others to meet established customer service levels.
• Excellent communication skills – verbal, telephone, listening, and written.
• Excellent organization and time management skills; ability to handle/prioritize multiple training classes.
• Must be computer savvy and able to navigate various computer platforms and sites with a keen attention to detail.
• Ability to gather and analyze data from multiple sources.
• Modifies training style to accommodate a changing audience.
• Must be a self-starter, exercise follow-through, and demonstrate professional initiative on any matters presented, whether they are inside or outside the normal scope of the role.
• Be able to work independently in a professional manner to identify and ensure achievement of goals within established timeframes.
• Must be a team player.

What You'll Get

• A competitive benefits package, including medical/dental/vision, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and an associate discount on arenaflex merchandise.

• The opportunity to work with a dynamic team that's passionate about delivering exceptional customer experiences.
• A comprehensive training program that will equip you with the skills and knowledge needed to succeed in your role.
• A collaborative and supportive work environment that values empathy, kindness, and respect.

How to Apply

If you're a motivated and experienced training professional who is passionate about customer service, we encourage you to apply for this exciting opportunity! Please submit your application through our website, including your resume and a cover letter that outlines your experience and qualifications.

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply to this job Apply for this job