About this role
Job Description:
TTI Consumer Power Tools, Inc., has an opening in its Anderson, SC office for a Customer
Experience
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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.
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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.
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Primary Responsibilities
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Deliver engaging product, process, and system training across CX teams (including global).
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Develop and update training plans, materials, and reference guides to ensure accuracy, including SharePoint Resources.
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Facilitate new hire onboarding and ongoing development for tenured associates.
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Partner with Product and Engineering teams to integrate new product information and updates.
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Conduct hands-on and virtual technical training sessions for internal and external partners.
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Maintain training resources, rooms, and tools in operational condition.
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Track training participation and performance impact to identify improvement opportunities.
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Support a culture of continuous learning and development across the CX organization.
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Serve as Interaction Associate when called upon, dependent of interaction volume and current duty/project priorities.
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Other duties as assigned by Supervisor.
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Requirements
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High school or equivalent
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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
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Proven extensive knowledge of TTI brands
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Proven understanding of TTI business units, policies, and procedures
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Proven and strong verbal and written communication skills
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Proven online and offline research skills
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Strong working knowledge of all software and applications used within the CX
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Strong working knowledge of Microsoft Word, Excel, and PowerPoint
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Satisfy all knowledge requirements of a Voice/Digital Support Associate within CX