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REVOLVE · 7 hours ago

Customer Service Training Lead

Cerritos, CA

Full-time

Hybrid

Mid, Senior Level

$30/hr - $32/hr

4+ years exp

REVOLVE is a next-generation fashion retailer catering to Millennial and Generation Z consumers, focused on delivering an engaging customer experience. The Customer Service Training Lead will provide onboarding and ongoing training for customer service agents, ensuring effective retention of information and comprehensive training materials.

E-CommerceFashionRetail

Responsibilities

Train newly hired customer service representatives

Coordinate training schedule with the hiring and training demands of the department

Coordinate tools, resources and access to internal systems for new hires

Provide training on new processes, policies and procedures for all agents when necessary

Update existing processes, policies and procedures in training materials

Work with department managers to determine additional training needs

Design courses to train agents to achieve the performance expectations of the department

Organize and update customer service training manual and document policy & procedure changes

Collaborate with Quality Assurance Lead to identify areas where additional training is needed

Respond to representative questions

Qualification

Customer service trainingLeadership experienceWeb-based software proficiencyMicrosoft PowerPointMicrosoft ExcelTeam collaborationCreative thinkingCommunication skillsAdaptability

Required

Some College

4+ years in customer service

2+ year in leadership experience

Type 50+ words per minute

Ability to work in a team environment and give honest and direct feedback

A demonstrated passion for teaching and developing employees at all levels

Creative aptitude and vision to recognize the needs of continual customer service training

Innovative thinking to adapt to the demands of a quickly growing company

Self-sufficient and able to envision training curriculum and successfully execute said vision

A fun and interactive approach to building rapport and training retention

Ability to come into the office located in Cerritos once a week

Ability to work autonomously in a virtual environment

Must be reachable and available by telephone, email, and instant message during work hours

Must have a dedicated quiet and distraction free work space, including an appropriate work surface (desk that can accommodate a laptop and monitor)

Reliable internet speed of 50 Mbps or greater with Ethernet connection (Wi-Fi not permitted)

Ability to use the majority of your internet bandwidth for work (will have to avoid sharing bandwidth with others, especially if it involves activities that consume a considerable amount of bandwidth)