Customer Service Training Coordinator

TransCore (TRN), a subsidiary of ST Engineering, is seeking a Customer Service Training Coordinator to join our team in Houston, Texas.

Job Summary: The Customer Service Training Coordinator develops, implements, and/or modifies training programs to ensure maximum effectiveness of call center/Customer Service personnel.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Designs and develops new training courses for existing applications including preparation of training materials i.e.: manuals, quick reference guides, audio-visual aids, computer help-screens, etc.
• Maintains statistics and records of the training materials and content covered with each group and/or individual trained.
• Assists in the ongoing improvements to and coordinates delivery of New Hire Orientation sessions.
• Tracks and reports training statistics.
• Identifies and retrains staff for improved performance.
• Manages the ongoing training requirements for the Customer Service staff.

Education: High School Diploma or general education degree (GED) required, Associate degree (A.A.) or equivalent from two-year college or technical school preferred.

Knowledge: Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Job Complexity: Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision: Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Experience: Typically requires a minimum of 2 years of related experience.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)