This position provides training necessary for full-time and seasonal customer representatives, support personnel, supervisors and other associates to function effectively in their assigned roles within the customer support center. In addition, this position assists in the design and facilitation of learning experiences to provide developmental opportunities to RCSC associates in order to prepare them for their desired career path. A small percentage of time is involved in providing Customer Service training and miscellaneous training support to Rollins/ORKIN offices outside of the customer support center.
Duties and Responsibilities:
Collaborates with a variety of internal and external stakeholders (e.g. Rollins Training Team, Leadership Staff, QA Team, IT staff) for the purpose of serving as a liaison and resource in identifying employee training needs within organization.
Conducts a variety of employee trainings (e.g. new employee training, customer contact system training, customer service skills training, sales skills training, etc.) for the purpose of facilitating post-employment education of employees to meet department objectives and outcomes.
Designs trainings for employees, as requested, (e.g. variety of resources, including job descriptions, etc.) for the purpose of supporting supervisor-directed employee growth plans in compliance with department goals.
Develops and evaluates training materials (e.g. training data, instruction outlines, text and handouts, evaluation of training effectiveness, etc.) for the purpose of implementing training activities that address identified training needs in accordance with district objectives and guidelines.
Facilitates a variety of meetings and activities (e.g. team meetings, trainings, team-building activities, updates on HR processes and legal requirements, etc.) for the purpose of presenting and disseminating necessary information for making decisions, increasing the efficiency and effectiveness of RCSC communication to the team members, and enhancing excellent customer service.
Maintains a variety of manual and electronic files and/or records (e.g. training procedure manuals, guides, course materials, handouts/visuals, training records, required reports, etc.) for the purpose of providing up-to-date reference and complying with regulatory requirements and established guidelines.
Plans and organizes employee trainings and materials (e.g. required new hire certification trainings and technical training including training manuals, guides, handouts, visuals, etc.) for the purpose of implementing training activities that address identified training needs in the department.
Prepares a variety of written materials (e.g. reports, tests, memos, letters, thank-you notes, name tags, sign-in sheets, class lists, etc.) for the purpose of documenting activities, providing written reference, and/or conveying information.
Researches a variety of information (e.g. courses, materials, training consultants, etc.) for the purpose of developing new programs that meet staff training needs.
Responds to inquiries for the purpose of resolving problems, providing information and/or referring to appropriate personnel.
Develop and administer computer based training courses.
Function in supervisory capacity in absence of team leaders or when on-the-job training requires trainees to be on the call center floor.
Monitor all new hires up to 6 weeks after training to evaluate transfer of training and to document emerging training needs.
Report Level 2, 3 and 4 evaluations of training, recommendations for continued training and progress in implementations of training to Training Manager on regular basis.
Work in conjunction with Quality Assurance staff to assess and provide recommendations for continual improvement in process flows, transfer of training and the integration of training into the total quality initiative.
Provide training to other departments of Rollins/Orkin as needed and available, including ManagementDevelopmentSchool.
Participate in selection of vendors in the event of outsourcing training.
Assist in maintenance and revision as needed of policy and procedure documentation.
Assist in the production of ad hoc pieces of communication, such as newsletters and training bulletins.
Assist with third party vendor training as needed.
Assist with systems testing for IT software updates or new programs.
Project management skills
Other duties as assigned.
Exceptional oral and written communication skills; high level of proficiency in technical skills such as but not limited to Microsoft Word, PowerPoint, and Adobe, other presentation and graphics packages helpful; great attention to detail; solid presentation skills; some experience in instructional design and needs assessment; experience in customer service and sales environments, preferably in a call center setting; some knowledge of pest control technologies would be helpful.
1-3 years experience in training delivery, with some experience in instructional design; Computer-Based Training a must