Log In
Sign Up
Customer Service
Embrace Pet Insurance Hiring for Training Specialist- Customer Care Job at Cleveland, OH Full Time
br{display:none;}.css-58vpdc ul > li{margin-left:0;}.css-58vpdc li{padding:0;}]]>
Overview:
Company Description:
Company Description:
Embrace Pet Insurance is an industry pack leader that was awarded the top spot for pet insurance on the Forbes list of America’s Best Insurance Companies 2022. Along with our Great Place to Work certification, Embrace has been recognized 7 years in a row by The Plain Dealer as one of “Northeast Ohio’s Top Workplaces” and is a 10-time winner of the NorthCoast 99 Award, a program that recognizes 99 workplaces for top talent in Northeast Ohio.
As an employer, Embrace understands the value of supporting our team inside and outside of the office. By providing a good work/life balance and room for growth, we do all that we can to set our team up to win – professionally and personally. Embrace offers a competitive compensation model and benefits including, but not limited to; health insurance (human and pet), dental, vision, wellness reimbursement program, 401(k) with a company contribution, and flexible paid time off.
We value diversity — in backgrounds and in experiences. Pets are vital members of the family, and we hire people from all backgrounds and swaths of life to ensure they receive the best possible care. Embrace is empathetic, caring, and supportive; we are deliberate and self-reflective about the kind of team and culture that we are building. We are seeking individuals who are not only strong in their own aptitudes but also care deeply about supporting each other’s growth.
Overview:
The Training Specialist for Customer Care is responsible for all aspects of new hire training, continued education for the Service department and creation and updating of training materials. Their focus is to teach, guide, and direct team members though the various stages of training and development. They will be responsible for tracking progress and raising training concerns to leadership.
Responsibilities:
- Support the training program for the Service team from the onboarding of new Embracers to the continuing advancement of the team.
- Administer synchronous and asynchronous training to individuals or teams.
- Ensure the Service team understands not only the policies and procedures but also how to communicate effectively to create the best Pet Parent experience.
- Track the full lifecycle of the training process to ensure timely completion of courses and escalation of performance concerns.
- Create and update training materials to accurately reflect Embrace policies and best practices.
- Create and administer assessments and activities to test trainee’s knowledge.
- Adjust teaching approach to different learning styles.
- Schedule P&C licensing classes and tests for new employees.
- Promote a positive, productive culture, centering on the Embrace Core Values.
- Work closely with Quality Assurance Specialist on coaching activities.
- Collaborate with Learning and Development teammates on training initiatives.
Qualifications:
- Previous experience leading sales trainings to individuals and groups.
- Excellent presentation skills and ability to communicate concisely.
- Impeccable attention to detail.
- Ability to be direct but not critical when correcting and coaching team members.
- Expert computer skills in a variety of computer programs (CRM, excel, PowerPoint, etc.).
- Experience with training and e-learning technologies preferred. Willingness to learn if lacking experience.
- High-level communication skills including interpersonal verbal communication, phone, and email.
- Ability to multitask, prioritize, and remain level-headed during stressful situations.
- Strong sense of self-motivation and drive to accomplish tasks with minimal direction and insight from management.
- Passion for serving others and committed to accessibility, diversity, equity, and inclusion efforts.
