Client Success Associate
Vistar Media
Small Business Training Specialist
DSI
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Serve as AT&T Contact Center Trainer focused on Small Business training efforts at DSI
- Identify and deliver on agent training needs through constant immersion in the contact center
- Develop and deliver energetic and engaging training, meetings, and huddles
- Demonstrate mastery of offers, products, services, and complex call center systems, ticketing, and order entry processes
- Handle inbound sales support calls alongside agents, listening, understanding, and providing need-based sales solutions
- Track customer inquiries and resolutions; log calls with various dialer and ticketing software platforms
- Handle inbound call volume demonstrating proper soft skills to ensure customer satisfaction
- Manage day-to-day agent-facing learning library; identify gaps and update materials quickly
- Communicate changes in offers and process updates to stakeholders (training team, agents, team leaders, supervisors)
- Provide on-site and immersive training including group training, side-by-side instruction, and coaching
- Work closely with Lead Trainer to ensure timely training material development and roll-out
- Become subject matter expert; proactively own opportunities for improvement and training
- Keep current on processes, systems, and issues to troubleshoot and problem solve
- Continuously educate agents on AT&T-related products and services in a dynamic, engaging fashion
- Act as player/trainer: take inbound calls, create tickets alongside agents after research to resolve customer issues
- Build, update, and maintain sales & training presentations (PowerPoint, videos), job aids, and reference materials
- Analyze patterns and unify training messages across programs
Requirements
- Clear, dynamic, & precise communication skills to all levels of employees, from entry-level agents to leadership, both inside and outside our organization
- Minimum 2 years’ telecommunications call center experience
- Minimum 2 years of presentation and training in curriculum development
- Proficiency in many forms of audience-driven content creation, design, and delivery, especially Microsoft’s PowerPoint, with a detailed eye towards designing and delivering slides
- Deliver clear, engaging, aesthetically formatted, and PowerPoint content with quickness and ease
- Microsoft Office Suite (PowerPoint, Excel, Word, Outlook); strong computer proficiency, web conferencing (ex. Zoom, WebEx, MS Teams), and A/V setup and troubleshooting skills (projector setup, TV and audio systems, etc.)
- Ability to manage multiple deadlines for all partners, internal and external
- QA and/or QA leadership experience
- Trello competency
- Travel: 30–50% national and international travel as required for business needs
