Consumer Services Group Trainer
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Job Description
Remote CSG Trainer supporting onboarding, nesting, and ongoing development for Porch Group’s customer service teams. Improving sales, retention, and team performance in Colombia.
Responsibilities:
- Assist Trainer II with planning and facilitating onboarding of new team members
- Manage the nesting phase of new hire training, assisting agents with questions during their first 1–2 weeks of calls
- Provide information and guidance on e-learning content and manage remote training programs for CSG teams
- Work with Managers and Quality Assurance to establish development and coaching rhythms
- Provide ongoing skill development sessions for tenured agents
- Provide required phone time to assist with service levels when new hire classes are not in progress
- Attend team meetings to review team performance against goals and set improvement commitments
- Conduct remote training through Microsoft Teams for new and tenured team members
- Communicate class progress on attendance, behavior, skillsets, and sales throughout training and nesting
- Conduct recurrent training and new product/partner training when new hire classes are not in session
- Support training initiatives for 1–2 CSG teams as needed
Requirements:
- 2+ years of leading trainings in a remote learning setting
- 2+ years of training, coaching, and developing sales or customer service teams
- 2+ years of experience creating educational presentations through PowerPoint, Canva, Google slides, or another presentation software
- Proficient in Microsoft programs such as: PowerPoint, Excel, Word, and Forms
- Skilled in public speaking and facilitating large groups remotely
- Expert problem-solving skills with the ability to adapt as needed
- Strong working knowledge of sales development and best practices
- Willing to work a flexible schedule to fit the needs of the business and new hire schedules
- Competence working with e-learning software and learning management system
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to multitask as and when required
- Excellent written and communication skills in English language
- A quiet workspace
- Internet connection of at least 30 Mbps download and 10 Mbps upload
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