Call Center Trainer
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Whether the cook is a future Emeril or a toddler helping to make chocolate chip cookies (licking the spoon, of course!), chances are Pampered Chef has a better, faster, and more delicious way of getting things done in the kitchen. We sell our superior-quality, innovative collection of prepping, cooking, and serving products through a network of more than 42,000 direct sales consultants throughout the US, Canada, and Germany. Millions of customers use our products every day. Each of our 450 HQ coworkers—from product designers and supply chain specialists to ecommerce developers—is committed to bringing the best to our customers. And we have fun doing it!
Established in 1980 by Doris Christopher, Pampered Chef was acquired by Berkshire Hathaway in 2002, a sure sign of our growth potential. In 2014, Tracy Britt Cool, a key member of Warren Buffett’s team, joined as our CEO to lead our transformation into a progressive, open door, cutting-edge workplace. We believe happy coworkers are the best coworkers and are committed to keeping creativity, innovative solutions and customer engagement top of mind. Pampered Chef is pushing the boundaries for our customers, consultants, and coworkers.
MAIN COURSE (Job Responsibilities):
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* Develop, implement and modify training program to include customer service etiquette, communication skills, listening skills, de-escalation skills, and call center policies and procedures. * Facilitates training and development for existing and new coworkers in the Solution Center, which includes training on phone / email / chat interactions and all associated software and systems used to deliver the best customer service experience for both our Consultants and customers.
* Creates, maintains, and updates course material, guides, pre & post questionnaires, class evaluation
forms, pre-work assignment, exercises/activities, presentation (including PowerPoint presentations and
other job aids).
* Monitors the effectiveness of the training programs and identifies areas for improvement. Researches new
training techniques and recommends enhancements to existing training programs and tools, via
benchmarking and best practice comparisons.
* Determines instructional methods, such as individual training, group training, lectures, demonstrations,
developing e-learning modules, meetings and workshops.
* Works closely with the Quality Assurance role and management team to trend training/performance gaps
and develop methods to close those gaps.
* Coordination of all training for Solution Center to include tracking, follow-up, and reporting; maintaining
accurate and current training records.
KEY INGREDIENTS (Position Requirements):
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* Minimum of 4 years’ experience in a call center with at least 2 years in a training capacity.
* Minimum of an Associate’s Degree, Bachelor Degree preferred
* Outstanding communication skills and the ability to understand complex situations to effectively handle escalated customer needs
* Intermediate to advanced knowledge of Microsoft Word, Microsoft Excel, Microsoft PowerPoint
* Analytical skills and the ability to read and interpret data; Problem solving abilities
* Ability to work independently and as part of a team
* Must have a flexible schedule, able to work evening hours to accommodate training classes required, including some extended hours and/or possible Saturdays
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DESSERT! (The Sweet Rewards of Working at Pampered Chef!)
Our core values are respect, humility, accountability, meritocracy, integrity, authenticity, passion, and innovation (in no particular order!). We embody those values in our work, but also in the great desserts we offer to our coworkers.
* Each and every coworker makes a difference every day by asking tough questions, finding the answers, and then making it happen—our entrepreneurial employees are the key to our success! Pampered Chef is big enough to implement cutting-edge technology, and small enough for all ideas to be heard and challenged.
* We are a learning focused environment—we want you to learn from us, and we expect to learn from you and what you’re passionate about! We even provide training and development for added brainpower.
* We get to mix it up! PC has offices in Addison and in downtown Chicago. Some of our roles will have the opportunity to work in the Chicago office full time, part time, or on occasion.
* We collaborate every day in a high-tech space with writable walls, open collaboration zones, quiet “I need to contemplate” zones, and fun zones with ping pong, basketball, and bags, of course. No boring cubicle farms here!
* We are concerned about your physical and financial well-being and offer BC/BS PPO or HMO health plans, dental, disability, matched 401K, life insurance, on-site fitness center, comfy chairs, on-site cafeteria, and dry cleaning valet service.
* Most importantly, Pampered Chef has a strong, proven history of bringing fun to cooking, creativity to recipes, and sharing to family and friends around the table.