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Customer Service Training and Coaching Specialist

Company: DentaQuest
Location: Austin
Posted on: January 14, 2019

Job Description:

The Customer Service Training and Coaching Specialist works with the Training Department and Customer Service Management to provide subject matter expertise in the delivery of a comprehensive and effective Customer Service training plan for new hires. This position conducts training and ongoing coaching of Customer Service Representatives (CSRs). The person in this role works with the Learning & Development Corporate Facilitator to continuously improve training. The incumbent will act as a subject matter expert for all applicable lines of business. PRIMARY JOB RESPONSIBILITIES: Provide the necessary coaching and education including but not limited to system knowledge, product knowledge and the soft skills necessary to speak with an escalated member/provider regarding their issue/claim Demonstrate informal leadership through example to the teams. Provide initial and ongoing training to team members as needed. Coordinate and facilitate various Customer Service training programs. Ensure that operational documentation and reference materials are consistent, current and useable; make updates to KnowledgeQuest training material as needed. Work with management to identify those CSRs which may require further training or development in a certain area. Assess call quality produced by employees and the team by monitoring telephone calls and reviewing written correspondence. Assess call monitoring and take the actions as required to improve or sustain performance. Coordinate learning and development events associated with customer service training. Monitor, measure, and report on the quality and effectiveness of all training programs. Develop innovative ways to motivate the staff. Assist in providing mentoring, coaching and feedback to team members. Create and implement department processes as needed. Other duties as needed or required. JOB QUALIFICATIONS: Required: High School diploma 5 years related experience Expert level of knowledge, intimate with products and benefits, and have the ability to process and review claims as needed Appropriate tone and demeanor when coaching or explaining an issue to a CSA or to a customer. Leader by example, accountable for their own work as well as the overall performance of the department Communication and presentation skills need to be at a high level -written and verbal- in order to communicate effectively with CSAs, other TCs, other departments, Management and customers. Able to proactively identify issues and resolve them, offer solutions or request the necessary assistance from Management as necessary Requires little direction on a daily basis when confronted with business decisions such as claims denial resolutions/explanation or customer escalations. Ability to identify areas for process improvement/workflow development Attends additional training as requested/deemed necessary PHYSICAL DEMANDS: Incumbent must be able to communicate effectively. Requires overall light physical effort (up to 25lbs.) Manual dexterity and sitting is required in carrying out position own position responsibilities (i.e. use of personal computer). Ability to travel or move about within and outside serviced facilities required. Incumbent works primarily in either a private or shared office environment.

Keywords: DentaQuest, Austin , Customer Service Training and Coaching Specialist, Hospitality & Tourism , Austin, Texas

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