Benco Dental

Operations Training Support Specialist

Benco Dental

full-time

Posted on:

Location Type: Hybrid

Location: Pittston • Pennsylvania • United States

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About the role

  • Responsible for developing, delivering, and supporting operational training programs that enable frontline associates to perform their roles effectively and consistently.
  • This role partners with Operations leadership and cross-functional teams to ensure processes are clearly documented, training is timely and impactful, and learning initiatives support quality customer outcomes.
  • Play a key role in driving adoption of process changes, monitoring training effectiveness, and supporting continuous improvement initiatives.
  • Develop, implement, and maintain an engaging training curriculum for new and existing frontline associates, including system workflows, customer interaction skills, role-based scenarios, simulations, job aids, assessments, and reinforcement activities to improve associate performance and associate satisfaction.
  • Monitor training effectiveness through nesting to production processes, quality reviews, calibration sessions, and feedback loops; identify knowledge gaps and recommend improvements to training content or delivery.
  • Partner with Operations leadership and cross-functional stakeholders as a liaison to ensure training aligns with operational goals, supports process changes, and improves frontline user experience.
  • Validate that current processes, policies, and training materials are accurately documented, maintained, and accessible to frontline associates.
  • Support operational initiatives and special projects by leading or contributing to implementation, rollout, and follow-up activities.
  • Actively seek to increase efficiency and effectiveness of work processes and make recommendations for improvements in procedures and systems; Provide operational support during peak volumes or special circumstances to maintain familiarity with frontline workflows, reinforce training relevance and maintain department Service Level Agreements.

Requirements

  • High School Diploma/GED, required
  • Associates Degree in Business Management, preferred
  • Ability to work onsite in Pittston, PA two days per week
  • 4-6 years previous customer operations experience
  • 4-6 years experience in a role focused on knowledge transfer and critical thinking
  • Minimum 5mbps (5,000 kbps) Internet Speed.
  • Connection via Ethernet Cable (Avoid Wi-Fi)
  • Avoidance of other people using/sharing the same bandwidth connection while calls are taking place, especially concerning: Streaming Multimedia content (4K/Full HD Movies), Online gaming, Downloading large content (torrents), Enabled recordings on any DVR/Set-up-Boxes
Benefits
  • Excellent Compensation Packages
  • Medical, Dental and Vision Benefits Effective on Day 1
  • 401k Package Effective on Day 1
  • Paid Time Off Program
  • Profit Sharing
  • Hybrid Work Environment
  • Associate Discounts and Community Giveback Programs
  • College Tuition Savings Program
  • Caring Family Culture Toward all Associates
  • Certified as a FORTUNE Great Place to Work
  • Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
training curriculum developmentknowledge transfercritical thinkingtraining effectiveness monitoringprocess documentationcustomer interaction skillsjob aids creationassessments developmentsimulations designcontinuous improvement
Soft Skills
communicationcollaborationproblem-solvingadaptabilityleadershiporganizational skillsfeedback managementefficiency improvementstakeholder engagementcustomer focus
Certifications
High School DiplomaGEDAssociates Degree in Business Management