Trainer, Customer Care
About The Position
Navitus Health Solutions is seeking a Customer Care Trainer to join their team. This role is responsible for collaborating across the organization to deliver knowledge, exceptional service, and build high engagement through onboarding and refresher training. The Customer Care Trainer develops and facilitates training through multiple channels, demonstrating culture and competencies for trainees to become strong performers. This role is adept at identifying training needs, creating interactive training, facilitating topics, evaluating effectiveness and retention of material, and constantly enhancing the training program. The trainer will design the training program based on after-training behaviors and create a stable program, tracking trends and implementing required changes as needed. The trainer will also remain a subject matter expert in all departmental essential systems (NCRx, Lighthouse, Compass, etc.) and be able to troubleshoot common issues at a high level.
Requirements
- Associate’s degree preferred
- Minimum of 2 years in a call center position, with PBM experience desired
- Experience with multi-channel environment and the associated quality and training programs desired
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
Responsibilities
- Responsible for identifying candidates likely to succeed in the role
- Responsible for reducing turnover through effective and flexible training styles
- Assisting in decisions around agency contracts with the use of call handling data
- Create competency-based scenarios and do system setup to enable Specialists to perform hands on learning
- Provide continuous feedback of recruits progress weekly
- Engage all classroom participants both in person and virtually
- Instruct based on most frequent call types, rather than one off processes
- Travel required up to 75%, dependent on training needs at other campuses
- Staying current and maintaining Customer Care knowledge by handing toll free calls 10% of the work week
- Other duties as assigned
Benefits
- Top of the industry benefits for Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5% - No vesting requirement
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
