Customer Care Trainer I Job Job in College Point, New York US
Customer Care Trainer I Job
Employee Type: Full-Time Industry: Other Great Industries Job Type: Training Customer Service Location: College Point, NY ( Map it! ) Loading map ... Company Overview Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located mainly in five geographic areas ?" New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. Customer Care Trainer I Job Job Description Posting Job Title: Customer Care Trainer I Requisition #: 131794BR Posting Location: United States - New York - College Point Area of Interest: Human Resources Position Type: Full Time Posting Job Description: The Time Warner Cable currently seeks Customer Care Trainer I for our College Pt., NY location. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. Position Summary The Customer Care Trainer I will be responsible for administering, organizing and delivering training programs for all aspects of Time Warner Cables Customer Care department as they relate to products, sales, soft skills, troubleshooting, work procedures, policies, practices and billing system functionality. Essential Job Functions: - Under direct supervision, provides orientation and training for new employees in the Customer Care organization. - Under direct supervision, provides product launch, up-skill and refresher training to existing employees. - Prepares lesson plans relevant to training materials. - Under direct supervision, 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. - 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 or the Senior Trainer 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. - Work evenings/weekends as needed - Knowledge of adult learning techniques - Experienced in the use of personal computers and various software applications including Microsoft Excel, Power Point, Word and Microsoft Explorer/Internet - Excellent organizational skills - Excellent written and oral communication skills - Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively - Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. - Ability to write reports, business correspondence, and procedure manuals. - Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. - 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. - 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. Legal or Financial Responsibilities: Requires adherence to Time Warner Cable Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times. Preferred Qualifications: - Cable industry knowledge - Experience with database software/ICOMS or CSG billing system knowledge Education and Experience: - Associate's Degree (A.A.); or equivalent training, education and experience. - 1+ years of experience in training or facilitation Travel Requirements: Travel up to15% 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. About Time Warner Cable: Time Warner Cable is the second-largest cable operator in the U.S., with technologically advanced, well-clustered systems located mainly in five geographic areas - New York State (including New York City), the Carolinas, Ohio, southern California (including Los Angeles) and Texas. Time Warner Cable serves more than 14 million customers who subscribe to one or more of its video, high-speed data and voice services. Time Warner Cable Business Class offers a suite of phone, Internet, Ethernet and cable television services to businesses of all sizes. Time Warner Cable Media Sales, the advertising arm of Time Warner Cable, offers national, regional and local companies innovative advertising solutions that are targeted and affordable. More information about the services of Time Warner Cable is available at www.timewarnercable.com , www.twcbc.com and www.twcmediasales.com . We are proud to offer a robust benefits package including medical, dental, vision, pension, a matched 401K plan, tuition reimbursement, and discounted services for employees who reside in a Time Warner Cable service area. Time Warner Cable is an Equal Opportunity Employer. Qualified candidates please apply at www.timewarnercable.com/careers . FCC Unit_TWC: 8341 Job Requirements
Open all references in tabs: [1 - 4]