Customer Service Training Lead

EMINENT, INC.•Cerritos, CA

27d•$30 - $32

About The Position

REVOLVE is the virtual home for an unrivaled collection of over 700 of the world's most-coveted established and emerging brands in women's and men's designer apparel, shoes and accessories. REVOLVE provides the highest quality online and mobile shopping experience, serving the style-savvy consumer with impeccable customer service. Based in Los Angeles, REVOLVE’s aesthetic is deeply rooted in the Southern California lifestyle from which it was founded, where a savvy view of fashion and fun-loving attitude are infused into the entire REVOLVE customer experience. For more information please visit www.revolve.com [http://www.revolve.com] At REVOLVE the most successful team members have a thirst and the creativity to make this the top e-commerce brand in the world. With a team of 800+ based out of Cerritos, California we are a dynamic bunch that are motivated by getting the company to the next level. It’s our goal to hire high-energy, diverse, bright, creative, and flexible individuals who thrive in a fast-paced work environment. In return, we promise to keep REVOLVE a company where inspired people will always thrive. To take a behind the scenes look at the REVOLVE “corporate” lifestyle check out our Instagram @REVOLVEcareers or #lifeatrevolve. Are you ready to set the standard for Premium and Luxury online shopping? Main purpose of the Customer Service Training Lead role: Provide thorough onboarding training for new hires and ongoing training classes for all customer service agents. Partner with HR to ensure material and delivery maximize staff retention of information, allowing agents to recall information with ease. Develop follow-up training material for training existing customer service representatives. Manage documentation of policies, procedures and training manual to ensure instructions are user friendly and comprehensive.

Requirements

Ability to work in a team environment and give honest and direct feedback.
A demonstrated passion for teaching and developing employees at all levels.
Creative aptitude and vision to recognize the needs of continual customer service training.
Innovative thinking to adapt to the demands of a quickly growing company.
Self-sufficient and able to envision training curriculum and successfully execute said vision.
A fun and interactive approach to building rapport and training retention.
Some College
4+ years in customer service
2+ year in leadership experience
Type 50+ words per minute

Nice To Haves

Bachelor's/Undergraduate Education
4+ years in customer service in retail environment
2+ years in training experience
Adept at using web-based software & tools
Experience with Microsoft PowerPoint, Visio, Word, and Excel

Responsibilities

Train newly hired customer service representatives.
Coordinate training schedule with the hiring and training demands of the department.
Coordinate tools, resources and access to internal systems for new hires.
Provide training on new processes, policies and procedures for all agents when necessary.
Update existing processes, policies and procedures in training materials.
Work with department managers to determine additional training needs.
Design courses to train agents to achieve the performance expectations of the department.
Organize and update customer service training manual and document policy & procedure changes.
Collaborate with Quality Assurance Lead to identify areas where additional training is needed.
Respond to representative questions.
Other duties may be assigned.