Customer Service Training Specialist II

When youre part of the team at Thermo Fisher Scientific, youll do important work, like helping customers in finding cures for cancer, protecting the environment or making sure our food is safe. Your work will have real-world impact, and youll be supported in achieving your career goals.

How will you make an impact

The Customer Service Training Specialist II is responsible for crafting and delivering learning and development programs to the Customer Service team (CCG Thermo Fisher). These learning and development programs are crafted, conducted and managed to equip employees, both new hires and existing employees, with the knowledge and skills to meet their individual performance objectives.

What will you do

• Conduct customer service training as well as training in other various areas (including personal development skills).

• The training will concentrate on skills and behavior and the transfer of knowledge required to meet customer service expectations and performance goals.

• Take material from Subject Matter Experts and develop effective training.

• Participate in onsite support as needed

• Exhibit the components of service excellence, both in their interactions, delivery and in the ability to relate these concepts to course participants.

• Basic understanding and ability to apply adult learning theory.

• Basic understanding of new and current training methodologies, theories and techniques and works with team and/ or manager to apply.

• Carries out activities to help meet business goals.

• Has organizational skills to ensure learning activities are completed timely.

• Has knowledge and applies commonly-used concepts, practices, and procedures within the customer service centers and Learning & Development.

• Understands the need for reviewing measurements of learning transfer and demonstrated behaviors.

• Skilled and an expert at crafting and developing eLearning modules.

• Basic understanding of the 4 levels of training evaluation (Kirkpatrick).

• Assist in learning related projects and acts as a lead and SME when appropriate. Knows when to engage additionalSME as necessary.

• Ability to work with ambiguity in a fast paced, multifaceted environment.

Minimum Requirements/Qualifications:

• High School diploma or equivalent, bachelors degree preferred, or a similar combination of education and experience.

• Minimum of 5+ years customer service experience or customer service training environment.

• Training, mentoring or coaching experience

• Ability to travel up to 5-7%

Non-Negotiable Hiring Criteria:

• Outstanding written and verbal communication skills

• Ability to be a role model for Customer Service Representatives in integrity, accurate phone etiquette, and adherence to all CSC procedures.

• Excellent multi-tasking and organizational skills with the ability to balance multiple responsibilities and opposing priorities simultaneously

• Must possess strong leadership and team-building skills

• Ability to maintainhigh level of confidentiality

• Must be proficient in Microsoft Office Suite products.

• Knowledge of LMS, Articulate and Camtasia and experience developing eLearning programs for adult learners.

• Good understanding of Computer navigation, installing programs, uploading videos/Links to programs, troubleshooting issues for remote agents.