Customer Experience Trainer
Remote Worker - N/A
Description

Whisker, formerly known as AutoPets, is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.


As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.


Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 350+ passionate team members.


What You’ll Do:

The Customer Experience Training Lead is responsible for our Support and Customer Experience team’s training by developing and/or assisting with updating all training materials (i.e. procedures, policies, troubleshooting documents), class development, refresher trainings and conducting remote based training classes to ensure trainees fully understand the required concepts. 


Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as deemed necessary.

  • Will be hands-on, assisting with all phases of the training process for new hires and seasoned product specialists
  • Develops and maintains training materials, processes, and job instructions. This should include but is not limited to lesson plans, group activities, teaching methods, presentations, role-playing scenarios, tests, and quality assessments
  • Develop high-value assessments to be provided to new and existing team members  and provide consistent reports on direct management results
  • Assists department leaders in developing policies, procedures, and customer-facing documentation
  • Assists agents who need help dealing with customer concerns by stepping in, offering advice, or providing feedback
  • Ensures trainees learn self-sufficiency and resourceful behaviors
  • Identify trainee’s needs and set attainable targets to ensure performance and effectiveness are achieved
  • Corresponds with other team members to obtain additional information and clarification to resolve customer problems or support agent training needs
  • Implements and models standards of courteous and professional communication with customers and coworkers
  • Meets with the Customer Experience Director regularly to communicate and resolve customer service training issues; set and prioritize goals; improve processes, and review productivity
  • Assists with team member communication by providing consistent updates surrounding issues, goals, or standards for the team.
  • Encourages team members to maintain professional behavior while working hard to build a loyal customer base
  • Maintains data and document training for each new team member.
  • Ensure communication is clear to both the team member and leadership when a new team member exits the training program and starts production.
  • Conduct role-playing activities to develop interpersonal skills (e.g. negotiation, teamwork and conflict management)
  • Will perform additional responsibilities when required
Requirements

What You’ll Bring:

  • Associates or Bachelor’s Degree in related field
  • 2+ years of customer service training experience or similar role
  • Positive, energetic, and enjoys helping others
  • Experience with developing, maintaining and utilizing Learning Management Systems
  • Must have a strong working knowledge of all Microsoft Office, Google Suite, Salesforce, IVR computer applications, and shared documents
  • Knowledge or training in policy and procedure creation and implementation
  • Must be resourceful, action-oriented, decisive, and comfortable working independently
  • Excellent verbal, written, and interpersonal communication skills
  • Must be detail-oriented, organized, and able to manage multiple tasks simultaneously
  • Lead trainers may need to work overtime and extended hours as directed by management
  • Familiarity with interactive learning activities

Not Required but nice to have!

  • Customer Service Leadership Experience
  • Significant Technology and/or IT experience
  • Experience with Learning Management Systems
  • Additional certification in training

Benefits & Purrks: 

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

  • Premium Medical/Dental/Vision insurance
  • Life Insurance
  • PTO
  • 14 Paid Holidays
  • Paid Parental Leave
  • 401K with 4% Match
  • Flexible Work Arrangements
  • Top of the line equipment

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.