CX Training Specialist

Job Type

Full-time

Description

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.

Summary:

The Customer Experience Training Specialist is responsible for our Support and Customer Experience team’s training by developing and maintaining all training materials (e.g., procedures, policies, troubleshooting documents), developing classes, conducting refresher training, and conducting remote-based training classes to ensure trainees fully understand the required concepts.

What You'll Do:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Assists with all phases of the training process for new hires and tenured product specialists
• Develops and maintains training materials, processes, and job instructions including lesson plans, group activities, teaching methods, presentations, role-playing scenarios, tests, and quality assessments
• Develops high-value assessments for new and existing team members and provides consistent reports on direct management results
• Assists department leaders in developing policies, procedures, and customer-facing documentation
• Assists agents who need help dealing with customer concerns by stepping in, offering advice, or providing feedback
• Ensures trainees learn self-sufficient and resourceful behaviors
• Identifies trainee’s needs and sets attainable targets to ensure performance and effectiveness are achieved
• Corresponds with other team members to obtain additional information and clarification to resolve customer problems or support agent training needs
• Implements and models standards of courteous and professional communication with customers and coworkers
• Meets with the Training Manager regularly to communicate and resolve customer service training issues; set and prioritize goals; improve processes, and review productivity
• Assists with team member communication by providing consistent updates surrounding issues, goals, or standards for the team.
• Encourages team members to maintain professional behavior while building a loyal customer base
• Maintains data and document training for each new team member
• Ensures communication is clear to both the team members and leadership when a new team member exits the training program and starts production
• Conducts role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork and conflict management)
• Performs other duties as assigned
  
  
  

What You'll Bring:

• BA in related field and/or equivalent years of experience
• 2+ years of customer service training experience
• Positive, energetic, and enjoys helping others
• Experience with developing, maintaining and utilizing Learning Management Systems
• Strong working knowledge of all Microsoft Office, Google Suite, Salesforce, IVR computer applications, and shared documents
• Knowledge or training in policy and procedure creation and implementation
• Resourceful, action-oriented, decisive, and comfortable working independently
• Excellent verbal, written, and interpersonal communication skills
• Detail-oriented, organized, and able to manage multiple tasks simultaneously
• Ability to work overtime and extended hours as directed by management
• Familiar with adult learning principles
• High-speed internet with an ethernet connection
• A working location that allows for uninterrupted facilitation
  
  
  

Not Required but nice to have!

• Customer Service Leadership Experience
• Significant Technology and/or IT experience
• Experience with Articulate suite
• Additional certification in training and training development
  
  
  

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Paid parental leave
• Whisker Parents Program
• 1 day "pawternity" leave for new pet adoption
• Pet Insurance
• 401K match
• Flexible spending accounts
• Company-paid short-term disability and life insurance
• Employee Assistance Program (EAP)
• Generous paid time off
• 14 Paid Holidays
• Top of the line equipment
• Pet-friendly office
• Whisker products and swag
• Continuing education Support
• On-site gym with Peloton
• Referral program
  
  
  

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.

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