Full Job Description
Description:
Costco Auto Program adds value to Costco membership by delivering exclusive savings and a no-hassle buying experience through our national network of Approved Dealerships and exclusive partnerships with vehicle manufacturers.
Headquartered in San Diego, California, with an office in Reno, Nevada and representatives spread across the nation, Costco Auto Program offers a variety of opportunities for career development and growth.
***Local Candidates only, this position is on-site in Reno. No relocation assistance is offered***
The Member Advocate Trainer will work closely with the Member Advocate Supervisor to plan, develop and deliver training curriculum for our Member Advocate Center. This role is responsible for maintaining and updating training programs that will maximize company resources by providing a motivational, comprehensive training program for all new and existing employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Work with Supervisor to design a full course curriculum to meet the departmental/company goals and to assure standardization, communication, calibration, and consistency.
Support and conduct training programs for employees that support the Member Advocate Service Center through a variety of methods including classroom, webinar and one-on-one.
Deliver trainings on a wide variety of topics including new client programs, ADG.net (proprietary software), phone dialer campaigns, and miscellaneous refresher courses.
Continually updating training curriculum to keep employees engaged and motivated.
May act as a lead to a team of agents by mentoring and coaching to ensure departmental goals and objectives are met. Monitor and report the effectiveness of training on employees during the orientation period and for career development.
Attend and assist in departmental meetings and trainings.
Work with other departments within the company that may impact any promotional event.
Other administrative functions and assignments as assigned by management.
Monitor calls and provide positive constructive feedback to employees.
Test systems for glitches and errors, including websites, internet software, phone lines, and modules.
Maintain a high level of knowledge/awareness in current business objectives.
Continuous communication with Management, and other departments to schedule/coordinate training classes.
Maintain a consistent training calendar and schedule with the Training Supervisor
Organize all current and newly developed materials for easy access for staff.
Work closely with the QA monitors to identify trends and areas of opportunity.
Present information using a variety of techniques, including discussions, role playing, team exercises, games, and visual materials.
Must be able to speak in front of a crowd, produce and understand training materials, work closely with individuals, and evaluate how well employees have learned.
Provide Supervisor and Manager with trends and feedback to improve operations and efficiency.
Other duties as assigned.
. Requirements:
High school diploma required and a minimum 2 years’ experience in a Contact Center environment
6 months of Training experience is required.
Ability to communicate effectively to a variety of audiences
Ability to provide and support a vision and direction
Create and foster a positive team environment, and boost employee morale
Strong customer service skills
Ability to adapt, prioritize and stay organized in fast-paced, multi-tasking environment
Accurate and efficient typing and data entry skills
Ability to make judgment calls based on company and department rules, guidelines and standards
Proficient in MS Word, Excel, Power Point and Outlook
Ongoing reliability/good attendance is required
Bilingual a plus but not required
Excellent critical thinking and decision-making skills
Exceptional written and verbal communication, presentation, and public speaking skills
Encouraging to team and staff; able to mentor and lead
Takes initiative and embraces efficiency
Organized and able to create multiple timelines and schedules
Open to some travel if needed