Consumer Learning & Development Training Associate

Texas L P•Marlborough, MA

9d•Hybrid

About The Position

Join our Consumer Services team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell , PUR , Braun , Vicks , Hot Tools, Drybar , Curlsmith , Revlon , and Olive & June . Together, we build innovative and useful products that elevate people's lives everywhere, every day. Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent! Position: Consumer Learning & Devel opment Training Assoc iate Department: Consumer Services Work Location: Marlborough, MA, El Paso, TX, Chambersburg, PA , Hybrid (work 3 days onsite) Hybrid Schedule: At Helen of Troy, we embrace a flexible hybrid work model designed to support collaboration and productivity. For roles eligible for hybrid work, our standard schedule includes in-office collaboration from Tuesday through Thursday, with the option to work remotely on Mondays and Fridays. Any updates to this model will be communicated in advance. Please note that hybrid eligibility and schedules may vary based on business needs and manager expectations.

Requirements

Proficiency in MS Office Programs with an emphasis on Excel, Outlook and Word
Excellent written, verbal, and presentation skills
Exceptional people leadership skills and motivation to achieve results in a fast- paced environment
Demonstrated coaching, training and development experience
High School diploma or equivalent
2+ years’ experience in a call center environment.
Experienced working with Call Center Technology, Call Center Management systems and Customer Record Management tools
Authorized to work in the United States on a full-time basis

Nice To Haves

Bachelor's degree

Responsibilities

The Associate Trainer supports the Consumer Service team in delivering high-quality learning sessions for new and existing employees.
This role focuses on training CSRs; Inbound calls, email communication, chat communication and social media interactions, in process knowledge, product knowledge, and soft skills.
They will provide agent coaching according to performance.
The Consumer Learning and Development Training Associate will work closely with leadership to identify areas of opportunity and action plans for the department to increase performance.
Responsible for Systems training and training materials including Oracle OM, Aircall, Magento, Kustomer, and Knowledge Base.
Performs systems end-user testing for IT. Document as needed.
Identifies opportunities and proposes improvements.
SPOC for all connectivity devices and apps including testing and training. (Wi-Fi, Blue tooth, connectivity controlled)
Walks the call center floor to provide assistance to agents with products, processes and systems questions.
Manages escalated consumer calls as needed and in the absence of Supervisor and/or Team Lead.
Handle incoming consumer emails and phone calls regarding our products as needed.
Assist in delivering process and product training for new hires and cross training for existing agents.
Conduct soft skills training sessions focused on communication, empathy, and call handling.
Monitor and evaluate performance during the training phase and provide feedback.
Continuously improve training delivery through feedback and observation.