Customer Experience Trainer

Primary Purpose

To train and support the Customer Experience Team from onboarding of new employees to maintaining the level of knowledge and expertise required in all positions of the group.

Essential Functions and Responsibilities

• Ensures Health & Safety is the number one goal by following policies, processes, and acting in a safe manner at all times.
• Attend system update trainings
• Attend office software training
• Attend external Customer Service training as needed
• Be the system expert and go to person for all functions in the MMS/EIS systems
• Be the expert and go to person for Office software (Outlook, Excel, Word, OneDrive, etc.)
• Be the expert and go to person for Customer Experience processes
• Be the expert and go to person for Heritage processes upstream and downs stream of the CX processes
• Train Customer Experience Team on system updates
• Train Customer Experience Team on software updates
• Train new CX employees as they join the team
• Document and track training for CX Team
• Write and maintain SOPs/process maps for CX processes
• Conduct continuous training for the CX Team (updates or refresher)
• Conduct Customer Service Training for the CX Team
• Record training sessions and post on SharePoint
• Stay updated on trends/new software that might be beneficial to the group/training platform
• Utilize Skype as a training tool
• Projects as assigned.
• Expectation of travel is 4-8 times per year.

Heritage believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this position description is designed to outline primary duties, qualifications and job scope, but not limit the incumbent nor the company to just the work identified. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Education: High school diploma or equivalent required. Four year degree required.

Experience: Minimum 3-5 years experience in Customer Experience Group.

Knowledge and Abilities: Strong MMS and EIS knowledge. Strong knowledge of Customer Experience processes including CSR/CAC/PM processes, scheduling processes, approval processes, and quoting processes. Regular and predictable attendance is an essential function of this job.

A post offer drug screen will be required.

EEO including disability/veteran

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Current Openings for Customer Experience Trainer Jobs at Heritage Environmental Services