Customer Experience Coach

hace 2 días


San José, San José, Costa Rica Answerhero A tiempo completo

About Us
At AnswerHero, we're dedicated to delivering exceptional virtual receptionist services to businesses nationwide. Our team is a valued extension of our clients' teams, and we take pride in providing best-in-class support.

Your Role
As our Customer Experience Coach, you'll play a critical role in empowering our team with the skills, knowledge, and professionalism needed to provide outstanding service. You'll be responsible for designing and delivering engaging training sessions, mentoring new hires, and ensuring every team member has the tools they need to succeed.

Your Responsibilities
Some key responsibilities of this role include:

Facilitating Learning: Develop and deliver comprehensive training programs that cater to diverse learning styles. This may involve creating interactive materials, conducting role-playing exercises, and adapting your teaching methods to meet the needs of each individual.
Supporting Development: Oversee new hires during their nesting period, providing coaching, developmental feedback, and regular progress assessments to help them grow and improve.
Modeling Excellence: Take live calls regularly to maintain hands-on experience and demonstrate outstanding service standards to the team.
Collaborating Across Teams: Partner with leadership, Quality Assurance, and other trainers to identify training needs, ensure alignment on quality standards, and share best practices across the organization.
Driving Improvement: Continuously evaluate and enhance our training programs, contributing ideas for improved learning materials, computer-based courses, and written job aids.

Requirements
To be successful in this role, you'll need:

• At least 2 years of experience in a call center training environment.
• Proficiency in Microsoft Office, strong attention to detail, and the ability to multitask effectively.
• Exceptional written and verbal communication skills, with a focus on building positive relationships and fostering growth.
• The ability to tailor your teaching style to meet the diverse needs of learners and adapt to changing circumstances as needed.

Why Join AnswerHero?
We offer a supportive and collaborative work environment where everyone thrives. We prioritize ongoing training, mentorship, and career advancement opportunities, so you can grow with us and excel in your role. Our core values include professionalism, effective communication, and client dedication – and we're committed to living these values in everything we do.



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