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Trainer, Customer Service

Position Summary:
The Customer Care Trainer 1 will be responsible for learning about, preparing for, organizing, facilitating and administeringtraining programs for all aspects of Spectrum Customer Care, including but not limited to Billing and TV/Internet/Phone Repair(Products, Sales, Soft skills, Troubleshooting, Work Procedures, Policies, Practice’s and Billing System functionality).

Essential Job Functions:
·
Provides orientation and training for new employees in the Customer Care organization, including but not limited to Billing and TV/Internet/Phone Repair.
· Provides product launch, up-skill and refresher training to existing employees.
· Prepares lesson plans relevant to training materials.
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Coaches to performance, attendance and behavioral challenges in the classroom.
· Possesses and applies a broad knowledge of customer service and billing system principles, practices and procedures.
· Delivers advanced level technical troubleshooting training for TV, Digital Home Phone and High Speed Internet services.
· Recommends changes to the training programs based on course evaluations and learning assessments.
· Maintains records of training attendance and progress reports for trainees.
· Provides direction to employees in the classroom environment and during on the job training.
· Provide clear and concise communication to various levels of the organization.
· Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes the company strategies.
· Partners with Call Center leadership and Training leaders to ensure that training delivery meets the needs of the department and that training is delivered when necessary.
· Coordinates training activities with the Customer Care Training Manager and effectively communicates information and issues for all training activities, classroom issues, training requests, etc.

Job Requirements:
· Knowledge of specific Customer Care subject areas that make high-level agent performance possible.
· Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field.
· Takes responsibility for initiating goals for self-development.
· Knowledge of adult learning techniques.
· Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively.
· Excellent organizational skills.
· Excellent written and oral communication skills
· Work evenings/weekends as needed
· All other duties as assigned
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.

Preferred Qualifications:
· Cable industry knowledge
· Experience with ICOMS billing system
· Experience with DOCSIS standards
· Computer certifications: A+/NET+
· Ability to configure, analyze and troubleshoot computers including the following operating systems: Windows XP and Mac OSX systems or newer.

Education and Experience:
· Associate's degree (A. A.) or equivalent from two-year college or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience.
· 1+ years of experience in training or facilitation.
· Experienced in the use of personal computers and various software applications including Microsoft Excel, Power Point, Word and Microsoft Explorer/Internet.
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Experience with the following customer care/technical tools including but not limited to: RIO, OMSe, Hammer/Emprix, IssueTrak, ETD tool, CallTracker, OKM and CSR Portal.

Travel Requirements:
Travel up to 15% of the time or more may be required.

Physical Demands:

The physical demands described here are those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Spectrum is an Equal Opportunity Employer.