Customer Service Trainer

Description:

Tradewind Aviation is a leading Part 135 commuter and on-demand private charter operator with operational bases at the Waterbury/Oxford, CT (OXC), Westchester, NY (HPN), Stuart, FL (SUA) and San Juan, PR (SJU) airports. Founded by aviation enthusiasts in 2001 on the premise that all flights deserve the highest quality aircraft, crew, and service, Tradewind provides personal air travel—both private and scheduled service—throughout North America and the Caribbean.

For more details visit www.flytradewind.com

ABOUT THE CANDIDATE / ROLE

Tradewind Aviation prides itself on delivering unparalleled comfort, convenience, and safety to its passengers. As part of our dedication to maintaining the highest standards, we are seeking a talented Customer Service Trainer to join our team in Oxford, CT. The Customer Service trainer will be instrumental in maintaining and elevating our service and client experience standards.

RESPONSIBILITIES

Developing Training Programs:

• Collaborate with management to develop and refine training programs focused on service and client experience standards.
• Design engaging training materials, including presentations, manuals, and interactive exercises, tailored to the unique needs of Tradewind Aviation.

Conducting Training Sessions:

• Deliver dynamic and interactive training sessions to Customer Service representatives, ensuring comprehension and retention of service standards.
• Utilize a variety of training methods, such as role-playing, simulations, and workshops, to reinforce key concepts and skills.

Service and Client Experience Standards:

• Communicate and reinforce Tradewind Aviation's service and client experience standards, emphasizing the importance of exceeding customer expectations.
• Incorporate real-world scenarios and case studies to illustrate best practices and provide practical application of standards.

Performance Evaluation:

• Assess the effectiveness of training programs through evaluations and feedback mechanisms, adjusting content and delivery methods as needed.
• Conduct performance evaluations of Customer Service representatives, providing constructive feedback and coaching to enhance service delivery.

Continuous Improvement:

• Stay abreast of industry trends and best practices in Customer Service and client experience.
• Continuously evaluate and enhance training programs to ensure alignment with evolving business needs and industry standards.

Collaboration:

• Collaborate with cross-functional teams, including operations, sales, and marketing, to ensure alignment of service standards and messaging.
• Partner with management to identify opportunities for process improvements and service and client experience enhancements.

Requirements:

QUALIFICATIONS

• Bachelor's degree, or combination of education and experience required.
• Minimum of 3 years of experience in Customer Service training or a similar role, preferably in the aviation industry.
• Strong understanding of service excellence principles and client experience standards.
• Excellent communication and presentation skills, with the ability to engage and motivate trainees.
• Proficiency in Microsoft Office Suite and learning management systems.
• Detail-oriented with strong organizational skills and the ability to multitask effectively.
• Demonstrated ability to work with geographically disbursed teams.

PHYSICAL DEMANDS

• Prolonged periods of standing and walking
• Ability to work remotely as necessary

BENEFITS

• Competitive salary
• Medical, Dental, Vision, FSA/DCA and 401(k) plan.
• Paid vacation and sick days
• Paid Parental Leave
• Fun, dynamic team with opportunities for rapid advancement
• Travel benefits on various US and International airlines