Customer Service Training Specialist - Virtual Onboarding Program Development & Delivery at blithequark

Transforming Customer Experience through Innovative Training Solutions At blithequark, we're revolutionizing the way we approach customer service by fostering a culture of continuous learning and improvement. As a leading player in the industry, we're committed to delivering exceptional customer experiences that exceed expectations. To achieve this, we're seeking a highly skilled and experienced Customer Service Training Specialist to join our team and play a pivotal role in shaping the onboarding experience for our customer service representatives. Job Overview As a Customer Service Training Specialist at blithequark, you'll be responsible for designing, developing, and delivering high-quality training programs that equip our customer service representatives with the skills and knowledge they need to succeed. You'll work closely with our Training Manager to achieve departmental goals through talent development, instructional design, facilitation, and project management. This is a virtual role, and you'll have the flexibility to work from anywhere in the USA.

Key Responsibilities

• Manage the entire life cycle of the onboarding program, ensuring that each new hire follows the appropriate training track and documenting wins and opportunities for improvement.
• Support the blithequark Quality Assurance and Training team through training development, leveraging your expertise in instructional design and adult learning principles.
• Monitor and report on quality metrics, identifying trends and root causes, and collaborating with the Training Manager to implement necessary actions.
• Identify agent performance improvement opportunities through contact evaluations and provide feedback to Customer Service Managers and the Training Manager.
• Participate in QA calibrations and identify process improvement opportunities relating to contacts, agent behavior, and internal knowledge base gaps.
• Align hiring and development needs with organizational strategic goals, collaborating with leadership to build and manage a variety of learning and development programs and offerings.
• Design, develop, and maintain high-quality and relevant training content to meet team needs, utilizing your expertise in Articulate 360 tools and other training technologies.

Essential Qualifications

To succeed in this role, you'll need to possess the following essential qualifications:

• At least 2 years of experience in instructional design and/or training experience, with a proven track record of delivering high-quality training programs.
• Demonstrated experience working with remote teams, with the ability to collaborate effectively in a virtual environment.
• Excellent communication skills, with the ability to explain technical topics to novices and collaborate with subject matter experts and managers.
• Flexibility with a full-time schedule, including shift assignments on weekends and evenings.
• Experience in carrying out all activities in the training cycle: analysis, design, delivery, implementation, and evaluation.

Preferred Qualifications

While not essential, the following preferred qualifications will set you apart as a strong candidate for this role:

• Ability to support a variety of individuals and coach them for success, with a keen eye for detail and high level of accuracy.
• Self-starter mentality, with the ability to seek out new tasks when work is complete and handle increasingly difficult tasks with confidence and composure.
• Proven ability to work independently, with minimal supervision, and collaboratively as part of a team.

What We Offer

At blithequark, we're committed to providing our employees with a comprehensive benefits package that includes:

• Competitive compensation, with a base pay range of $47,500 to $91,400 per year, depending on market location and job-related knowledge, skills, and experience.
• A total compensation package that includes equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and other benefits.
• Opportunities for career growth and professional development, with a focus on continuous learning and improvement.
• A dynamic and inclusive work environment that values diversity and promotes a culture of respect and empathy.

Our Culture

At blithequark, we're passionate about creating a work environment that's collaborative, innovative, and fun. We value diversity and inclusion, and we're committed to fostering a culture that promotes respect, empathy, and understanding. As a Customer Service Training Specialist, you'll be an integral part of our team, working closely with our Training Manager and other stakeholders to Apply To This Job