Customer Care Trainer

To ensure a world-class onboarding and continuing education experience for our Customer Care Representatives, we are looking for smart, dynamic Training to guide our employees. If you thrive at the center of the action, are quick on your feet when issues arise, and dream of building the future of transportation, then we want you to join us.

You will partner with leadership to create and deliver engaging learning and knowledge solutions that reduce effort and continuously deliver value to internal and external customers.

To be successful as a Trainer, you should be proficient in Training and Quality Assurance methodologies and demonstrate superior teamwork abilities. This role is primarily a Trainer but there will be a secondary focus on Quality Assurance when there are no ongoing trainings.

What You’ll do:

Ensure an effective, thorough, and empathetic learning experience for both new and current customer care representatives.

Create and facilitate professional routine training, remediation and upskilling sessions for Customer Care team members

Assess knowledge gaps, training and development needs

Assist in the creation and update of training materials, curriculum, and knowledge base materials as needed

Evaluate and report on the effectiveness of training, workshops and other learning solutions by completing training evaluations and end of training reports.

Provide feedback that leads to process, product and tool enhancements that drives service quality and operational efficiency

Handle customer contacts as needed

Assess Customer Care Representative interactions on internal standards; this includes auditing phone calls and tickets

Perform all Phone Rep audits in the established cadence

Perform all Ticketing Rep audits in the established cadence

Perform all Special Team [OST, etc] audits in the established cadence

Create reports that reflect Customer Care Representative performance

Audit QA data and report findings to LND Manager

Accompany evaluations with meaningful and constructive feedback

Handling customer interactions across our programs when there is a need.

What drives success for this role:

4-year college degree or equivalent experience

Proven ability to create and deliver effective and engaging learning material – in-person instructor-led, remote instructor-led and self-guided

Knowledge of Quality Assurance methodologies.

Highly proficient with Microsoft Office Suite or equivalent platforms

Skilled in organization and time management

Willingness and ability to learn various training methodologies; prior familiarity preferred

Excellent interpersonal and communication skills

Additional Skills

Knowledge Management experience

Familiarity with Zendesk or equivalent customer support ticketing platform

Technical aptitude and the ability to pick up new technology quickly, particularly during product development

What tops off the tank:

Competitive Medical, Dental, Vision, Life and Disability Insurance and other voluntary benefits

Generous paid time off, including holidays, vacation, personal, sick, volunteer and Parental Leave options.Who are we?

Flexcar empowers all walks of life the flexibility to have a car of their own without the hassles of traditional car ownership. Convenient and affordable, Flexcar is here to disrupt a 90 Billion dollar industry by providing customers an alternative to car-sharing, leases, ownership, and car rentals.

Flexcar is rapidly growing and we want you to be a Flexster. Our special team is passionate, kind, collaborative, driven, and all-in on building the next automotive game-changer from the ground-up. This truly is an amazing opportunity to not only contribute your talents as a team-member, but also to help build the future Flexcar.

The extra mile:

We encourage Flexsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.