Customer Training Instructor
SureWest Communications - Lenexa, KS

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Major Duties

Delivers instructional, user based training to external customers on advanced telecommunication services as offered by SureWest. Designs and builds all Automated Attendant and Bulletin Boards for customer installations.


Conducts training and helps coordinate IPBX installations including on premise and webinar customer trainings.

Conducts customer premise training sessions on advanced voice, data and video products and services. Demonstrates the overall system including the use of the IPBX, telephone, voicemail, Automated Attendants or Bulletin Board services, and each of their features.

Responsible for facilitating training on the company?s commercial products and service offerings for new and existing Business Sales staff.

May work with subject matter experts to complete training for existing and newly hired staff.

Works with Marketing and Product Managers to stay current on all new and existing promotions in order to provide appropriate training.

Works with Network Facilities and Sales Engineers to stay current on all new and existing workflow in order to provide appropriate training.

Uses common language to explain the operation of complex, Central Office based services and Customer Premise based Equipment (CPE).

Designs and distributes customer-specific IPBX, Automated Attendant and Bulletin Board Flow Charts to Sales, Business Customer Services and Network Facilities Administration.

Attends internal and external meetings related to new products and/or services as required.

Serves as focal point for staff members for complex issues, questions, and interpretation of company training procedures and implementation of new products, services and current promotions.

Responsible for entry and updating of customer account records in the META switch, requiring a high degree of accuracy. Conducts regular audits to clean records and maintain an accurate database of customer features.

May attend training seminars and workshops to enhance training skills and to learn about new sales concepts and training techniques.

Reports for work on time and maintains a satisfactory attendance record.


Technical training or knowledge: Knowledge of business level, Internet and telephone products and services. Must have basic keyboard knowledge and proficiency with word processing, presentation and spreadsheet software, good grammar and verbal skills, and an ability to work independently, yet thrive in a team-oriented culture.

Professional training or knowledge: Clear understanding of the principles of selling and ability to skillfully apply the knowledge while maintaining a focus on customer satisfaction. In-depth knowledge of adult learning styles and experience using a variety of instructional methods.

Work experience: Minimum of four years of experience as a corporate instructor in the areas of direct sales or customer support, or four years? experience in direct sales in the cable TV, internet, or telephone industry.

License required: Valid Driver?s license.

General education or equivalent: High school diploma or equivalent (GED). Bachelor?s degree in Marketing or Business Administration preferred.

Physical Demands: Physical demands are minimal and generally consistent with the performance of routine sales duties. Some of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Some of the day is spent walking, standing, and occasionally bending, stooping and sitting. Additionally, this position requires traveling by personal or Company vehicle, sometimes in inclement weather, to meet with customers. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials to and from vehicle. May be required to work weekends and holidays.

SureWest Communications - 16 months ago - save job - block
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