We are seeking a Learning Development Coordinator for our Genie Operator Division. This role is responsible for training new hires on the Garage Door Operator side of our business. This is an in-office position as all training in done on-site.
Overhead Door Corporation is a $1.6B company that manufactures and distributes garage doors, garage door openers and automatic entrance systems. We offer competitive pay plus bonus opportunity along with excellent benefits:
Paid Holidays plus 40 hours of incidental time / Paid vacation
2 medical plans both with a wellness formula / dental insurance / vision insurance / RX coverage / FSA / HSA
401K match
Life Insurance and Supplemental Insurance
Short-term and Long-Term disability
Educational Assistance
Profit Sharing company funded
Skills/Experience Requirements
Exceptional telephone communication and problem solving skills
Computer skill, including data entry, Microsoft Windows, Excel, Word, and PowerPoint
Proven ability to create and deliver effective presentations
Must be capable of handling customer complaints in a satisfactory manner
Lift 50lbs of training equipment for transportation, set-up/take down.
Must be able to stand for long periods of time
Familiarity with call recording and editing software preferred
Internal candidates must have a minimum of 6 months with department
Internal candidates must have met department goals for prior 3 months
Internal candidates must have no written warnings in past 6 months
Internal candidates must have no active performance plans
Schedule flexibility - must be available to work needed hours M-Sat in office
Flexibility for an irregular schedule is necessary. In office support can take place Monday - Saturday and is dependent on project needs.
Ultimately, this position requires a person with great versatility in using many skills and abilities while being part of a hybrid team, working independently, presenting to employees, and talking with customers.
Education Requirements
High School diploma or equivalent and some college credit - Bachelor's degree preferred
Skills/Experience Requirements
Exceptional telephone communication and problem solving skills
Computer skill, including data entry, Microsoft Windows, Excel, Word, and PowerPoint
Proven ability to create and deliver effective presentations
Must be capable of handling customer complaints in a satisfactory manner
Lift 50lbs of training equipment for transportation, set-up/take down.
Must be able to stand for long periods of time
Familiarity with call recording and editing software preferred
Internal candidates must have a minimum of 6 months with department
Internal candidates must have met department goals for prior 3 months
Internal candidates must have no written warnings in past 6 months
Internal candidates must have no active performance plans
Schedule flexibility - must be available to work needed hours M-Sat in office
Flexibility for an irregular schedule is necessary. In office support can take place Monday - Saturday and is dependent on project needs.
Ultimately, this position requires a person with great versatility in using many skills and abilities while being part of a hybrid team, working independently, presenting to employees, and talking with customers.
Education Requirements
High School diploma or equivalent and some college credit - Bachelor's degree preferred
Essential Duties and Responsibilities
Oversee and maintain all aspects of Training and Quality for the Contact Center
Supervise agents as assigned to achieve department Goals and Objectives
Additional Responsibilities
Generate and maintain up to date training and on-line resource material
Assist in responding to all inbound/outbound, both direct or in a consulting capacity through the CSR's
Available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor
Back-up for approving timecards.
Coordinate with Quality on plans-of action for Flash meeting topics, tools needed to ensure CSR success per company's standards.
Assist new hires with computer/desk set up as needed (this includes work from home)
Work with IT to create accounts for new hires and report IT issues
Communicate with department on new procedures/policies
Request product/office supplies as needed
Search new ways to improve training procedures
Analyze customer/agent reports to determine training trends/changes needed
Coordinate Work From Home transitions and training
Assist in informing customers/CSRs of procedures and resolutions of problems
Provide follow-up to ensure customer satisfaction
Provide in-depth troubleshooting/technical assistance
Assist management in training agenda Assist management in routine office work
Essential Duties and Responsibilities
Oversee and maintain all aspects of Training and Quality for the Contact Center
Supervise agents as assigned to achieve department Goals and Objectives
Additional Responsibilities
Generate and maintain up to date training and on-line resource material
Assist in responding to all inbound/outbound, both direct or in a consulting capacity through the CSR's
Available for flexible schedule, including rotations of approximately one Saturday per month to fill in as acting-supervisor
Back-up for approving timecards.
Coordinate with Quality on plans-of action for Flash meeting topics, tools needed to ensure CSR success per company's standards.
Assist new hires with computer/desk set up as needed (this includes work from home)
Work with IT to create accounts for new hires and report IT issues
Communicate with department on new procedures/policies
Request product/office supplies as needed
Search new ways to improve training procedures
Analyze customer/agent reports to determine training trends/changes needed
Coordinate Work From Home transitions and training
Assist in informing customers/CSRs of procedures and resolutions of problems
Provide follow-up to ensure customer satisfaction
Provide in-depth troubleshooting/technical assistance
Assist management in training agenda Assist management in routine office work
