Customer Service Trainer and Communications Manager
Shutterstock - New York, NY

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Training Responsibilities

Work closely with Account Executive Sales and Service Managers build a training program that continually improves individual and team performance.

On-board and train ~10-20 new hires annually to our international team of Customer Service and Sales Account Executives based in New York, Berlin and London servicing customers in 10 languages via email, phone and chat.

Develop and maintain new hire training materials

Implement new hire assessment program

Implement bi-weekly theme based refresher skills and knowledge program for existing team of Account Executives (~35 members) consisting of e-mail communications, content development and interactive activities

Manage quiz development and scoring for refresher skills and new hire training and offer individual and team oriented recommendations on how to improve team performance

Implement a quantitative process to evaluate quality of customer interactions.

Deliver actionable and measurable recommendations to Account Executive Sales and Service Managers to improve training, coaching and overall Account Executive knowledge and performance

Communications Responsibilities

Continually update and develop customer facing and internal content articles using Salesforce.com Knowledge that Account Executives use to interact with customers via email, chat and phone

Coordinate translations of internal and external knowledge base articles in all site supported languages (currently 18 languages and growing)

Monitor internal and external article usage statistics to ensure most popular content is up to date and new content is developed for popular searches

Communicate on-going site, product and process changes and ensure team understands and incorporates new information into their daily customer interactions

Requirements

Experienced and creative trainer of sales and customer service representatives for an international customer base

Proven track record in improving performance through training and communication programs

History of motivating and building high performing team members

Effective verbal and written communicator

Self-motivated team player able to prioritize and manage projects and tasks and meet deadlines in a fast paced environment.

Experienced in designing and managing quantitative programs to measure training effectiveness and knowledge retention

Comfortable administering and managing internal and external knowledge bases preferably in Salesforce.com, but similar system such as Knova, RightNow, RightAnswers, Moxie Remedy is acceptable

Ability to identify opportunities for improvement and create strategies in optimizing knowledge for both internal and external clients

Demonstrable experience in improving customer satisfaction through knowledge management

Precise attention to detail

Fluency in MS Word, Excel, and Powerpoint

Preferred

Experience in the stock photography industry or a related industry

Experience with Salesforce

Certification in Salesforce or similar

Experience in managing translations

Experience with In Design, Illustrator, and Photoshop

Equal Opportunity Employer, M/F/D/V

Shutterstock - 12 months ago - save job - block
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