Job Description
Title: Training and Documentation Assistant
Location: 123 South Broad Street, 26th Floor, Philadelphia, PA
Duration: 5+ Months initially and possibility of extension
Pay: $21/hr Duties: Assist Quality leads and Training lead to formulate customer support agent performance coaching program
Assist in developing ongoing training calendars to align with areas of improvement opportunity for customer support agents
Coordinate with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations
Partner with training team to update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers
Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with placement of orders, refunds, or exchanges on behalf of the consumer
Handle administrative tasks as requested by management
Uphold the policies of the E-Commerce and Merchandising department as stated in the *** Customer Care Help Center.
TOP SKILLS: - Detail oriented - able to pay close attention to requests and nuances
- Strong in multitasking - able to juggle multiple priorities and set expectations around reasonable deadlines
- Some level of team training or coaching background
- Knowledgebase / documentation management
- Sharepoint and Zendesk knowledge would be a plus
- Strong communication skills, both verbal and written.
- Ability to recognize situations that need to be escalated
- Independent thinker; able to make meaningful decisions based on each situation.
- Excellent follow-up skills and 100% follow through on commitments.
- Result and action-oriented, resourceful and efficient
- Strong work ethic, highly motivated, upbeat personality, team player.
- Ability to analyze and report on trends and issues.
- Strong computer skills; Microsoft Office, Internet search skills.
Education: Bachelors Degree in business or related field preferred
Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation
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