Customer Service Trainer in Flower Mound, TX at Stryker Corporation

Date Posted: 10/21/2020

Job Snapshot

Job Description

Stryker is one of the world’s leading medical technology companies and is dedicated to helping healthcare professionals perform their jobs more efficiently while enhancing patient care. Stryker offers a diverse array of innovative medical technologies, including reconstructive, medical and surgical, and neurotechnology and spine products to help people lead more active and more satisfying lives.

As the Customer Service Trainer, you will be responsible for new hire onboarding and training, development and delivery of training focused on continued development of customer service reps (CSR), monitoring and evaluating the quality and effectiveness of interactions, providing coaching to CSR’s and monitoring performance metrics to identify continuous improvement opportunities. 

Who we want

  • Detail-oriented process improvers. Critical thinkers who naturally see opportunities to develop and optimize work processes – finding ways to simplify, standardize and automate.
  • Collaborative partners. People who build and leverage cross-functional relationships to bring together ideas, data and insights to drive continuous improvement in functions.
  • Goal-oriented developers. Keeping the customer and requirements squarely in focus, people who deliver safe and robust solutions.
  • Self-directed initiators. People who take ownership of their work and need no prompting to drive productivity, change, and outcomes.

What you will do

  • Develop new hire training plans to ensure success for new employees
  • Train new customer service employees on all systems, processes, procedures and technology; along with business etiquette, soft skills and customer service standards
  • Act as a subject matter and technical expert on company policies, procedures and tools
  • Support escalations and complicated issues as needed; may be asked to more directly support interactions during exceptionally high-volume peaks
  • Responsible for creating an effective and professional adult learning environment for training programs
  • Maintain familiarity with industry trends and create learning modules in a variety of formats; including audio, video, simulations, role plays, gamification, etc.
  • Conduct ongoing needs assessments for department staff and adjust training content to meet individual needs while ensuring adherence to established company and regulatory guidelines
  • Work with internal subject matter experts and 3rd party vendors to design and develop training material, instructional objectives, lessons plans and training schedules
  • Monitor inbound and outbound calls within the customer service center to ensure service levels meet all quality assurance standards and KPIs
  • Provide ongoing feedback and coaching to all customer service staff and conduct compliance audits to continuously evaluate quality, accuracy and adherence to standards and procedures
  • Partner with customer service leadership team to establish and monitor performance metrics and goals; along with identifying and deploying training or continuous improvement projects to support a high performing and evolving organization
  • Assess unmet or new needs of the CSR’s and leadership team to develop new training solutions that can be integrated into existing training plans
  • Understand and optimize training systems, processes and workflows

What you need

  • 3+ years of experience in a high-volume sales call center environment as a trainer
  • Bachelors’ Degree in business or other relevant field of study
  • Possess strong knowledge of talent management, adult learning principles, curriculum development, training needs assessment, and modern training solutions
  • Experience in assessing needs, developing content and building training programs using a variety of mediums
  • Willingness to learn new systems, processes, ways of working to support the CSR team and create and delivery training content
  • Experience with providing effective coaching and feedback
  • Excellent interpersonal, verbal and written communication skills
  • Superior multi-tasking and organizational skills with the ability to navigate multiple system applications and manage competing priorities

Work From Home: Occasional

Travel Percentage: 30%

Stryker Corporation is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EO employer – M/F/Veteran/Disability.

Stryker Corporation will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

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