Customer Experience Training Specialist (veterinary-focused)
Waypoint Underwriting Management
Remote
$51,800 - $59,200 annual; not specified; not speci...
Remote
Design and deploy customer service processes
Develop and deliver training programs
Manage five9 contact center system
Waypoint Underwriting Management is seeking a Customer Experience Training Specialist to enhance customer service skills and processes within their remote team. The role involves designing and delivering training programs, managing a contact center system, and ensuring high-quality customer interactions
Job Summary
This role will design, develop, and deploy consistent customer service processes, procedures, and systems to equip employees with the knowledge and skills needed to enhance and exceed customer expectations.
Designs, develops, and delivers comprehensive training programs for customer service staff, team leaders, and supervisors covering new clients, products, work processes, system enhancements (including Five9), and behavioral skills through in-person, virtual, and web-based sessions.
Conducts quality audit activities (e.g., reviewing calls, policies, and notes) to ensure accuracy, compliance, and a positive customer experience; recommends and implements corrective actions as needed.
Matching Summary
Match Score: 85
Waypoint Underwriting Management is seeking a Customer Experience Training Specialist to enhance customer service skills and processes within their remote team. The role involves designing and delivering training programs, managing a contact center system, and ensuring high-quality customer interactions.
Salary
$51,800 - $59,200 Annual; Not specified; Not specified
Skills & Requirements
Must-have
Design and deploy customer service processes
Develop and deliver training programs
Manage Five9 contact center system
Conduct quality audit activities
Collect and report training metrics
Nice-to-have
Enhance client expectations
Align with business needs
Continuous enhancement of training
Key Requirements
Bachelor's degree in business management, business administration, education, or related field
5+ years in professional training
2+ years in instructional design
Experience in a contact center environment
Five9 administration preferred
Insurance industry experience preferred
Life & Health or P&C insurance license highly desirable