Job Description

Customer Care Trainer

The Role:

Reporting to the Shared Services Manager, the Customer Care Trainer trains and supports all training across our Customer Care groups. The Trainer is responsible for evaluating our needs and current practices, and for creating, delivering, and maintaining a training development plan complete with online modules, and SOP instruction guides. The Trainer is also responsible for ensuring Contact Center Representatives interact with customers in accordance with Johnny's set guidelines and will monitor and assess the quality of Contact Center Representative and customer interaction across all the Customer Care groups and communication methods including phone calls (inbound and outbound), emails, and live chat.

This position is full-time, year-round, on-site at Johnny's Selected Seeds Business Office in Fairfield, Maine.

Responsibilities:

• Develop a process to assess training needs
• Schedule, communicate, and instruct employee training and ongoing training needs
• Create training strategies, initiatives, and materials such as online resources and training docs
• Contact and utilize others within the company for resources for instructional training
• Test and review created materials
• Maintain a database of all up to date training materials
• Monitoring and assessing performance against a set of criteria
• Provide QM feedback to Sales and Customer Service agents by offering constructive feedback on what areas can be improved as well as areas that are executed well
• Develop a metric for Quality Scores to track individual and team performance
• Preparing reports for management on where the Contact Center has improved and where it could improve further
• Ongoing implementation of agent training and coaching initiatives

Education:

• Bachelor's degree in HR/Organizational Design/Education from an accredited college/university or equivalent work experience

Qualifications & Skills:

• Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Experience with technologies and best practices for instructional manuals and teaching platforms
• Adherence to and ability to teach company philosophy/mission statement/sales goals
• Excellent interpersonal skills and communication, both written and verbal
• Ability to identify individual and team skill gaps
• Organized, able to multitask, prioritize, and manage time efficiently
• Leadership and team building skills are necessary
• Encouraging to team and staff; able to mentor
• Able to analyze details and strategize for better solutions
• Availability to work extended hours and varied days during peak times in the season
• Brings a positive attitude to the job and enjoys working with a diverse group of people
• Work experience as a Customer Service/Sales trainer or mentor or similar role a plus

Physical Requirements:

• Must be able to move, manipulate and operate computer equipment
• Capable of sitting for prolonged periods of time
• Ability to bend, pull and lift (up to 15 lbs. occasionally)

Benefits:

• Health/Dental/Vison Insurance (HMO, PPO, HSA)
• Flexible Spending Account (Medical & Dependent Care)
• Employee Stock Ownership Plan & Profit Sharing
• 401(k)
• Employee Discount
• Maternity/Paternity/Adoption & Foster Care Leave
• Company Paid Life Insurance
• Company Paid Short- & Long-Term Disability Insurance
• Paid Time Off
• Educational Assistance

JOHNNY’S SELECTED SEEDS was established in 1973 by our Founder, Rob Johnston, Jr. Today we are 100% Employee Owned. Johnny’s mission is Helping families, friends, and communities to feed one another by providing superior seeds, tools, information, and service.

If you are passionate about good, healthy food and would choose to work for a company with fellow co-owners who are passionate about our mission and values, Johnny’s may be the place for you!

Johnny’s Selected Seeds is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status.

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