Coordinator, Guest Care Training & Quality

Panera Bread•Saint Louis, LA

6d•$48,563 - $67,988•Remote

About The Position

The ideal candidate for this multi-faceted role will possess prior training experience and excellent verbal communication skills. In addition to leading by example, they will serve as a resource to elevate our entire team by leading new hire and ongoing training as well as creating and maintaining training courses.

Requirements

Excellent written and verbal communication skills, including a professional, poised presence in cross-functional meetings.
Demonstrated ability to adjust their communication for the audience at hand and identify when information is proprietary or not “public-facing”
Proficient with Microsoft Windows: Outlook, Word, and Excel; Web Browsers such as Google Chrome, Apple Safari, Mozilla Firefox, and Salesforce Service Cloud.
Comfortable with technology and the ability to learn new procedures and programs quickly
Ability to work both independently and as a team player in a dynamic group
Ability to adapt to varied workload and learn new skills in a fast-paced environment with tight deadlines

Nice To Haves

Experience with Learning Management Systems software a plus
Experience in guest relations, learning and development, training or restaurant/ retail a plus
Bachelor's degree in Communications, English, Marketing, or related fields a plus but not required

Responsibilities

Identify opportunities for and create knowledge articles and internal email templates as needed
Regularly complete quality assurance assessments for internal Guest Care Coordinators and Social Care specialists and provide feedback/reporting to our internal leadership
Host and lead quality assurance assessment meetings and partner with vendor’s leadership team
Collaborate with subject matter experts to ensure training resources are consistently up to date
Create new hire training (internal and partnership), including organizing materials, leading internal classroom sessions and partner uptraining sessions, and facilitating sit-by sessions and mock calls as needed
Collect feedback from internal Guest Care team and BPO leadership to identify ongoing training needs and team-wide development opportunities
Lead ongoing and new skill training sessions to all internal and partnership teams
Assist with Guest Care production (ezCater, social care, phone calls, emails, and chats) during low training volume periods as needed
Develop and maintain an in-depth knowledge of the Guest experience path and all applicable lines of business (bakery-cafe operations, the MyPanera program, Subscription Program, Rapid Pick-Up, Gift Cards, Catering, Delivery, Social Care and ezCater)
Create and maintain new hire and ongoing digital training courses
Provide feedback to improve Guest experience and efficiency within internal and partnership teams
Communicate process changes and upcoming promotions to internal and partnership teams on a regular basis
Work with managers, training and knowledge & QA to understand communication strategy for various initiatives and promotions on weekly basis
Train and certify partnering vendors as needed
Prepare for, participate in, and/or lead any meetings as necessary
May be assigned other duties as determined by supervisor
Champion a culture of Knowledge Centered Service
Collaborate with manager, training, knowledge, & QA to ensure all new hires are trained according to established guidelines and timelines
Challenge team to continuously elevate our knowledge and training procedures
Ensure that Guest Care is always knowledgeable on new initiatives and changes that will impact the guest