Worldventures Marketing LLC Customer Service Trainer in Plano, Texas

WorldVentures, a dynamic, global, fast growing member based travel company, is currently sourcing for a Customer Service Trainer to be based in our Plano, Texas headquarters. WorldVentures is a fast paced environment with a core of innovation and fun. If you are prepared to grow your career, wear multiple hats, and be part of a fast paced team with a focus on exceptional service, this may be the role for you.

The purpose of the Customer Service Trainer is to analyze and measure the effectiveness of existing contact center processes and develop sustainable, repeatable and quantifiable process improvements. The trainer collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. He/She monitors resource requirements, call volume, quality and efficiency of customer contact center operations. In addition, he/she collaborates with training resources to provide training on improved processes.

  • Facilitate new hire training and refresher sessions as required

  • Conduct system/process/promotion rollout training

  • Train and reinforce quality assurance expectations and performance objectives within the contact center in collaboration with the Call Center Manager and Global Training & QA Manager

  • Identify and report opportunities for process improvement

  • Assume full ownership of CSRs during the new hire training period and ensure they meet all expectations before graduating

  • Champion CSR development and advocate for identified areas of ongoing growth opportunities.

  • Assist in reinforcing procedures and information through variety of different channels to solidify knowledge of contact center staff

  • Conduct monthly tests for contact center staff to ensure their knowledge and understanding of the procedures are well understood

  • Create, rollout and score quizzes to increase CSR knowledge. Support any internal trainings as needed

  • Provide back up support for customer calls

  • Perform additional responsibilities and complete other projects as assigned.

  • High school diploma required

  • 2+ years of progressive experience in a call center environment (25+ employees)

  • 2+ years of experience as a customer service representative

  • Experience facilitating training modules within a company environment

  • Proficient in Microsoft office applications, specifically Excel, Word, Outlook, and PowerPoint

WorldVentures is a privately held company based in Plano, Texas with active representatives and members in over 30 countries. WorldVentures proudly offers competitive salaries and benefits including but not limited to Medical, Dental, Vision, Life / AD&D, FSA, 401K and a robust vacation and holiday package. In addition, all full time employees automatically receive a WorldVentures membership at no cost to allow employees access to our exclusive DreamTrips group travel experiences.

Name Linked: WorldVentures Services, LLC

ID: 2018-3606

External Company Name: WorldVentures Marketing, LLC

External Company URL: www.worldventures.com

Street: 5100 Tennyson Pkwy