Customer Support Trainer Admin

SUMMARY: The Customer Support Trainer Admin develops and conducts Customer Support training programs for Customer Support Representative (CSR) New Hires; provides secondary support and assistance to the Customer Support Trainer.

Works closely with Customer Support Trainer in creating curriculum and coordinating training for the department.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

· Works on site with consistent attendance.

CSR New Hire Training

• Coordinates New Group Implementation training.
• Plans, coordinates, schedules and presents training classes on-site.
• Develops, produces and distributes training schedules and agenda.
• Develops, evaluates, and assembles class modules, training materials, and handouts.
• Identifies training program objectives, design materials, and exercises, and makes adjustments when needed.
• Evaluates trainee performance.
• Communicates performance and/or training deficits to manager.
• Maintains computer training lab by assessing needs and seeking equipment when necessary.
• Communicates new policies and procedures to CSR team as needed and ensures training manuals are kept updated and other resources as requested (i.e QRG)
• Provides follow-up support and further training assessment as needed.

CSR Secondary Support

• Acts as secondary contact for questions, updates, and issues from CSR(s).
• Provides guidance and direction in person, via e-mail, or over the telephone to CSR(s).
• Establishes, maintains, and monitors a centralized Customer Support system that CSR(s) can utilize for benefit research and client inquiries.
• May receive direction from Customer Support Lead or Supervisor when providing coaching and assistance of CSR duties.
• Provides back-up support for department as needed (queue, emails, callbacks)
• Conducts on-going informal training when necessary.
• Targets ongoing employee training per representative
• Keeps records of all training performed.
• Performs other duties as assigned.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Requirements

Knowledge, Skills, & Abilities:

• Ability to provide effective leadership in all aspects of position.
• Excellent written and verbal communication skills.
• Must be dependable and maintain excellent attendance.
• Strong analytical skills and critical thinking skills.
• Subject-matter expert within field.
• Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
• Ability to grow with changing demands of the position and the company.
• Strong computer skills, including Word, Excel, Outlook, and Power Point.
• Knowledge of medical terminology including ICD-9 Coding and CPT Coding.
• Medical/Benefits Experience Preferred
• UR/Claims/COBRA/FSA/Eligibility Experience Preferred

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or GED and a minimum of 6 months of customer support call center experience.

Language Skills: Ability to read, speak, and write effectively in English. Ability to interpret documents such as safety rules, memos, letters, and procedure manuals. Ability to write routine reports, procedure manuals, training materials and correspondence. Ability to present information effectively and respond to questions from groups of customers or employees of the organization. Ability to effectively address or resolve customer service issues within guidelines of the position.

Mathematical Skills: Ability to add and subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute error ratios, percentages and to interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Certificates, Licenses, Registrations: n/a.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit for extended periods of time in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is frequently required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.

Salary Description

$20.00 - $23.00 DOE