Training and Documentation Specialist

Job-ID: 12458; Location(s): Broomfield, CO 

JOB DESCRIPTION SUMMARY

The Training & Documentation Specialist is responsible for ensuring the delivery of excellent customer service through quality assurance and training of department colleagues as well as monitoring and executing ongoing training to help develop the customer service levels of the overall team and ensure customer loyalty and satisfaction is accomplished.

JOB DESCRIPTION DETAILS

• Responsible for developing new hire training plans and department assessments.
• Create and maintain all training guides, agendas, policies and procedures, and training materials.
• Train and develop new employees and any temporary support across all tiers of customer service and/or order management.
• Identify and develop training & evaluation resources for the department such as assisting with the development of skills matrix and rating agents per matrix.
• Partners with department management to develop and provide up-training when necessary to help employees meet performance expectations and ensure continuous improvement.
• Proactively identify and help implement enhancements and tools to support a positive customer experience and provide scalable solutions.
• Provide training for field sales on department functions and explain how partnership can benefit the Sales department and Customer Support department.
• Actively train and participate in boot camps to ensure all employees understand the functions of the Customer Support department.
• Audit colleague errors, identify root cause of errors, provide training related to errors, identify, and collaborate with management on potential next steps for further action.
• First point of contact for escalations, second for scheduling issues.
• Responsible for ensuring documentation is accurate, updated, and currently in practice.
• Ensure all QMS documents are accurate and updated.
• Assess the quality of customer service calls and/or orders and communicate results to colleagues and department leadership, when necessary, provides feedback, and coaches colleagues.
• Performs other duties as required and/or assigned
• Will be required to travel up to 20% of the time.

REQUIRED QUALIFICATIONS

Knowledge, Skills and Abilities 

• Ability to complete all tasks affiliated with all tiers of Customer Service and Order Management.
• Knowledge of computer programs including Microsoft Word, Excel, Outlook, SAP and CRM
• Professional phone/follow-up skills
• Excellent customer service skills
• Strong interpersonal, written, and oral communication skills
• Ability to multi-task
• Excellent organizational and prioritization skills
• Ability to enter orders accurately with minimal errors
• Ability to handle difficult situations and determine appropriate resolution
• Ability to obtain and maintain product knowledge
• Ability to pay close attention to details

Education, Certification/License & Work Experience

• 3-5 years of related customer service/support experience
• Associate’s Degree, preferred
• Equivalent combinations of education and experience may be considered.

COMPENSATION: 

As required by Colorado law under the Equal Pay for Equal Work Act, Viega provides a reasonable range of compensation for roles that may be hired in Colorado. Actual compensation is influenced by an array of factors including, but not limited to, skill set, level of experience, and specific office location. For the hires in the state of Colorado only, the range of starting pay for this role is $45,000 to $65,000.00 per year. 

Your contact person:

Lauren Stauffer  -  lauren.stauffer@viega.us -  +1 (720) 531-8500