Customer Experience Specialist - Training - Rancho Cucamonga, Ca

Who We Are:
Velocity Vehicle Group (VVG) is a premium commercial brand medium to heavy truck dealership that offers the full-service experience for our customers, from an outstanding sales organization to highly skilled technicians to service your vehicle, and on demand parts. Our goal is to be your one stop shop experts for all truckers, owner operators, fleets and companies. This coupled with our Leasing and Rental business and our Financial services business make VVG the leading Truck dealership.
What's in it for You:VVG is a fast paced and growing organization that is looking for candidates that are ready for a daily challenge and cannot wait to provide superior customer service both internally and externally. VVG offers fantastic Culture in an easy going family-like business as well as competitive pay, 401K W/Match, Medical, Dental, & Vision benefits.
Core Functions and Responsibilities:
Customer Experience Specialist is responsible for the creation, implementation and executive of an employee training program that emphasizes the company's current and future business objectives, specifically as it relates to customer service/satisfaction.

• The Customer Experience Specialist will deliver on the below identified responsibilities by having the following experience and skills:

• Inspire and motivate service team(s) through positive feedback and reinforcement
• Actively listen to all concerns and obstacles to facilitate with the team solutions.
• Foster an environment of open, two-way communication to share best practices
• Actively demonstrate high standards and belief in everyone's ability to attain and surpass the organization's expectations.

Responsibilities include:

• Develop and communicate to VTC employees all customer service improvement opportunities
• Develop metrics and drive action plans to improve customer satisfaction
• Ensure all training remains valuable, current, and realistic to demonstrate to team member the knowledge and skills to be successful.
• Perform Classroom, Virtual, & Field Training
• Maintain and active participant in the CIC program outlined below
• Support all Company policies & procedures

Dealer Family Continuous Improvement Coordinator (CIC) Functions:

• Participate in dealer family CIC meetings to represent VTCs interests, being an active, engaged participant in the direction of the dealer network goals and priorities.
• Support and provide coaching with location Change Management Team meetings
• Promote and support the successful utilization of Uptime Performance, providing feedback and input to DTNA
• Promote and support the successful utilization of Express Write-up, providing feedback and input to DTNA
• Develop and implement reporting metrics that support the Elite Support criteria and culture
• Ensure that VTC consistently and accurately meets the Elite Support criteria

Facilitate coaching, training, and regular meetings with CICs and service team members
Prerequisites & Qualifications:

• Must have a bachelor's degree in a related or adjacent field
• Must have 5 to 7 years of professional experience specifically in employee training or other related field
• Must have 3- 5 years of industry knowledge, either as a trainer in a commercial vehicle organization or in a related shared services organization
• Strong verbal, written communication and interpersonal skills to understand problems, convey ideas, and conduct training
• Creative and innovative thinking, integrating fresh concepts and ideas to hold trainees' attention, and also improvise on their teaching style
• Excellent presentation skills to present and handle training programs effectively
• Well-developed administrative skills, as an employee trainer is required to manage training programs efficiently, including sessions and budgets

Compensation:

• Hourly $20-$25/hr. depending on experience and qualifications
• Full Time position

Benefits Velocity Vehicle Group Offers:

• Fantastic Culture in an easy-going family-like business
• 401k + match
• Health, Dental & Vision Insurance + HAS & FSA
• Employer paid Life Insurance
• PTO
• Sick Leave
• Company perks such as employee discounts, company events and training programs

Physical Requirements:

• Must be able to lift up to 50 pounds at times.
• Must be able to pass post offer drug test, and physical

This job description is intended to describe the general nature, complexity and level of work to be performed by employees assigned to this position, and is not to be construed as an exhaustive list of responsibilities, duties and/or skills required. It does not prescribe or restrict the work that may be assigned. Furthermore, this does not establish a contract for employment and is subject to change at the discretion of the company.
Velocity Vehicle Group is an equal opportunity employer. Velocity Vehicle Group prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Other details

• Job Family USA Admin & Support Staff
• Job Function Customer Service
• Pay Type Hourly
• Min Hiring Rate $20.00
• Max Hiring Rate $25.00

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