Contact Center Trainer I

Kimball Midwest, a national distributor of maintenance, repair, and operation products, is searching for a Contact Center Trainer I for our Columbus, Ohio location.

As a Kimball Midwest associate, you will experience why we have been recognized as one of the Top Workplaces in Columbus TWELVE years in a row! Our sales revenue growth is dynamic, increasing from $1 million in 1983 to over $500 million today. Throughout all our growth we have kept the family owned and operated culture alive. At Kimball Midwest, you are a name and not a number and we pride ourselves on our unique culture.

The Contact Center Trainer I is accountable for delivering exceptional training to all associates in the administrative services contact center and leading continuous learning efforts. Responsible for maintaining and utilizing subject matter expertise on admin services, contact center and various Kimball Midwest functions, while supporting customers, sales reps, and internal staff. Maintains an unrelenting focus on the two-customer philosophy.

Responsibilities

• Responsible for managing the initiation process, training, and evaluation for any new or existing contact center associates
• Provides and recommends additional training for existing contact center staff based on observed skills and established responsibilities.
• Maintains a strong working knowledge of all functions in the administrative services department as well as departments included in Contact Center activity.
• Ensure all Administrative Services staff are up to date on Contact Center knowledge by collaborating with the Department Trainer.
• Collaborates with the Document Management Specialist to review and update existing training materials and create new training documents as needed.
• Assists with the execution of corporate plan tactics to achieve annual goals.
• Monitor calls and provide constructive feedback to improve performance.
• Evaluate the effectiveness of training programs and modify them as necessary.
• Create reports on training activities and results for management review.
• Completes assigned trainings
• Responds same day to all voicemails, emails, and Teams messages received within working hours

Qualifications

• Bachelor's degree in a business-related field or equivalent experience
• 2+ years' experience in an administrative services or customer service role
• Proficiency in Microsoft Office applications (Word, Excel, AX, etc.)
• The ability to maintain discretion while working with confidential information
• The ability to read and write small letters and numbers; the ability to make arithmetic calculations; and the ability to understand and follow written and oral instructions

Additional Information

This is an onsite, Monday-Friday role. The hours are 8:00am-4:30pm.

We offer a benefits package that includes health, dental and vision insurance, company sponsored life, optional life and disability insurance, Health Savings Accounts and Flexible Spending Accounts, a 401(k) plus match, Tuition Assistance, Paid Parental Leave, Paid Time Off (PTO), a Dress for your Day dress code and paid holidays.

Kimball Midwest is an equal opportunity employer that is committed to a program of recruitment of females, minority group members, individuals with disabilities, qualifying veterans and any other classification that is protected by federal, state, or local law.

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