P/C Customer Service Trainer
US-MI-Lansing
Job ID:
********
Type:
Regular Full-Time
# of Openings:
1
Category:
Customer Service/Support
Farm Bureau Center
Overview
P/C Customer Service Trainer Objective
To develop, maintain, and deliver training for recently hired and existing team members of the P/C Customer Service department, to provide consistent skills and knowledge needed to provide quality service in line with the departmental vision. To work with project teams to design, develop, and deliver service training for company projects and initiatives that impact the P/C Customer Service department. Deliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions.
Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training.
Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development.
Cross-train other trainers on training curriculum.
Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members.
Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate.
Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model.
Provide innovative ideas for the PCCS training programs strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives.
Participate in project teams, representing P/C Customer Service training needs.
Deliver company project and initiative training to P/C Customer Service, alongside Subject Matter Experts (SMEs).
Work collaboratively with training teams from other departments to brainstorm ideas and streamline training programs.
Complete other duties as assigned.
Responsibilities
P/C Customer Service Trainer Responsibilities
Deliver comprehensive training programs to our newly hired team members and contracted service personnel. Offer ongoing support to all team members, utilizing our Learning Management System (LMS) and virtual and in-person training sessions.
Provide cross-training to service and support team members, utilizing LMS, virtual and in-person training.
Serve as a hands-on side-by-side trainer, actively engaging in phone calls or chats alongside Customer Service Specialists to offer real-time guidance and support during training sessions. Deliver immediate feedback and coaching to trainees to enhance their skill development.
Cross-train other trainers on training curriculum.
Communicate regularly with P/C Customer Service leadership regarding training progress for service and support team members.
Create and develop learning materials needed for service and support training. Maintain the library of department training materials to ensure they are accurate.
Gather and monitor feedback on training, using the information to adjust and make improvements in our current training model.
Provide innovative ideas for the PCCS training programs strategic planning initiatives. Collaborate with stakeholders to outline the trajectory of training initiatives.
Participate in project teams, representing P/C Customer Service training needs.
Deliver company project and initiative training to P/C Customer Service, alongside Subject Matter Experts (SMEs).
Work collaboratively with training teams from other departments to brainstorm ideas and streamline training programs.
Complete other duties as assigned.
Qualifications
P/C Customer Service Trainer Qualifications
Required
Associates degree required with a focus on insurance, business administration, finance, training or management, or equivalent experience may be considered.
Minimum one year of experience using Farm Bureau systems required.
Training and coaching experience required.
Competent in adult learning principles.
Experience in computer usage and proven skills in Microsoft Office Professional Suite required.
P/C Resident Producer license course to be completed within 6 months of hire. P/C Resident Producer license required to be obtained within 12 months of hire.
Willingness to pursue continuing job-related training and education required.
Preferred
Experience in an office setting preferred.
Experience in insurance domain preferred.
Designations in AINS, ACS, or AIS preferred.
Note:
This is a hybrid position working both remotely and from the Farm Bureau Home Office located in Lansing, MI. Most work can be completed remotely; however, there are mandatory in office days.
Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Compensation details:
******** Yearly Salary
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