Trainer, Customer Service

Are you a role model for stellar customer service? 

 

Dynamic nationwide employer headquartered in Austin is seeking a Customer Service Trainer at our central Austin facility. 

 

DMX MUSIC is the global leader in delivering unparalleled personal music experiences via digital cable, satellite and the Internet to over 10 million homes and 180,000 businesses. DMX MUSIC is heard by a worldwide daily listening audience of 80 million. 

 

The Customer Service Trainer is responsible for training both new and existing employees of the Customer Service Call Center in all job functions, including new platforms, technical service, communication skills, processes and computer database applications. 

 

In this position, you will: Design, implement and maintain formal training plans and materials.Design and provide effective and efficient scripts and training for all members of the Client Satisfaction team to further retain clients.Work with Customer Service Management team in implementing Department initiatives, and provide feedback on ways to improve customer-service procedures, efficiency and account retention.Track productivity and efficiency of new hires as defined by Customer Service Management team.When applicable, provide customer service cross training to all employees and represent departmental interests in cross-departmental meetings.Assist Customer Service employees with daily workload as needed and directed by Customer Service Management team.Learn to perform all Customer Service positions and shadow Customer Service Reps to provide appropriate input for improved productivity.Communicate during training of all new hires department expectations and standards.  Work with the Operations Managers in the regional offices to ensure contact information and client pages maintained and updated on the system.Ensure implementation and provide feedback on new procedures required by other departments within the company that affect Customer Service.Other duties, responsibilities, and special projects as assigned.

 

A Qualified Applicant will have the following Education, Experience, and Skills:College degree preferred, or related experience and/or training; or equivalent combination of education and experience. At least three years previous experience in training-related field, and one year experience in Customer Service and or Call Center.High level of interpersonal skills as related to Customer Service.  Excellent written/verbal presentation and communication skills.  Ability to take control of classroom environment and speak clearly and succinctly for long periods of time.Ability to pay close attention to detail and understand written and oral instruction, and ability to organize and schedule work effectively.  Must be able to handle multiple tasks and to work in a fast-paced environment.Must work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner; objectively considering ideas and suggestions from others; and by addressing problems and issues constructively to find mutually acceptable and practical business solutions. 

 

We offer a competitive salary package that includes medical, dental, vision insurance and a 401k with a company match.

 

Qualified candidates should  apply today by sending their resume with salary requirements to jobs@dmxmusic.com .   Please put the job title in the subject line.  No phone calls please.

 

We are an Equal Opportunity Employer and a drug-free workplace.