GHC - HomeSafe - Customer Service Trainer

Job Description


Title:GHC - HomeSafe - Customer Service TrainerBy the end of 2023, HomeSafe will be the single global household goods movement manager for The U.S. Armed Forces, Department of Defense civilians, and their families. USTRANSCOM awarded the Global Household Goods (GHC) contract to HomeSafe. HomeSafe started the 9 month Transition on March 4, 2022. HomeSafe will begin customer focused Household Goods operations phase-in on December 4, 2022. HomeSafe is seeking skilled employees with a passion for improving the Department of Defense customer's household goods moving experience.HomeSafe Alliance is seeking highly skilled and motivated Customer Service Trainer to oversee the training of new hires for their Customer Service Center(s).POSITION DESCRIPTION:As a Customer Service Trainer with HomeSafe Alliance you will be responsible for both the initial and ongoing training of all HomeSafe employees. Develop, revise, and deliver training to employees via diverse channels like classrooms, the intranet, and the web.Provide an effective induction process for all new starters and work with HR, Planning, Team Managers, and any other appropriate persons to ensure the employees have a great introduction to the company and their role.Ensure that the team members in the Customer Service (CS) team have the necessary skills, knowledge, and behaviors to deliver top class customer support for our customers.Track metrics related to training, including attendance, skill demonstration and performance via remote or in person observations.Maintain training databaseAccountable to be up to date with latest business changes and updates including business, strategy, products, projects, and tools; and ensure that all CS team members are delivered timely training to continue to deliver an outstanding service to our customers.Provide ongoing coaching and feedback to new employees in their first six months.Confer with supervisors and employees to identify additional training needs and shape curricula.QUALIFICATIONS AND SKILLS REQUIREMENTS:3+ years' experience in Customer Service.Proven track record of training and development of Customer Service principles and processes.Ability to read, write, fluently speak and understand the English languageProficient in Microsoft Office, Excel, Word, Outlook PowerPointBachelor's degree or equivalent experienceIn compliance with the U.S. federal government's vaccine mandate, only candidates who will be fully vaccinated for COVID-19 by December 8, 2021 or who have a reasonable accommodation or approved medical exception will be considered for this position.KBR is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, disability, sex, sexual orientation, gender identity or expression, age, national origin, veteran status, genetic information, union status and/or beliefs, or any other characteristic protected by federal, state, or local law.
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