About this role
Job Description:
TTI Consumer Power Tools, Inc., has an opening in its Anderson, SC office for a Customer Experience Specialist Trainer for Outdoor Power Equipment that will provide foundational and ongoing training for customer interactions and CRM operations to all CX Associates. We offer competitive wages and a comprehensive benefits package -- tuition assistance, 401(k), medical/dental/vision coverage, vacation and holidays.
The CX Specialist Trainer will assist CX leadership in addressing any training needs for Associates performing below expectations; develop strategies to provide training courses; regularly review interaction recordings for ongoing training opportunities; and be able to train on basic phone, computer, and day-to-day requirements of the CX department. This role has a primary focus to train CX and offshore associates in legacy and upcoming Outdoor Equipment. Collaborating with business parters within TTI to understand the knowledge needed to best support our customers.
Primary Responsibilities
- Deliver engaging product, process, and system training across CX teams (including global).
- Develop and update training plans, materials, and reference guides to ensure accuracy, including SharePoint Resources.
- Facilitate new hire onboarding and ongoing development for tenured associates.
- Partner with Product and Engineering teams to integrate new product information and updates.
- Conduct hands-on and virtual technical training sessions for internal and external partners.
- Maintain training resources, rooms, and tools in operational condition.
- Track training participation and performance impact to identify improvement opportunities.
- Support a culture of continuous learning and development across the CX organization.
- Serve as Interaction Associate when called upon, dependent of interaction volume and current duty/project priorities.
- Other duties as assigned by Supervisor.
Requirements
- High school or equivalent
- Minimum 5-years combined experience in customer service, education, and/or engineering fields OR 3-years combined experience at TTI in CX, Training, and/or Engineering roles
- Proven extensive knowledge of TTI brands
- Proven understanding of TTI business units, policies, and procedures
- Proven and strong verbal and written communication skills
- Proven online and offline research skills
- Strong working knowledge of all software and applications used within the CX
- Strong working knowledge of Microsoft Word, Excel, and PowerPoint
- Satisfy all knowledge requirements of a Voice/Digital Support Associate within CX