Training Specialist

About NetVendor


NetVendor is the leading solution for property management professionals seeking to simplify vendor relationships and streamline maintenance operations. Our comprehensive suite of software products empowers clients to ensure vendor compliance, optimize maintenance operations, and facilitate seamless bidding, all with a commitment to professionalism, precision, and trust.


About the Job


The Training Specialist is responsible for training and providing quality assurance for all Customer Service Representatives. They listen to calls, review emails, provide feedback and training to Customer Service Representatives so they improve quality and productivity. This person will also be responsible for designing, documenting, and implementing training resources as well as building and maintaining a knowledge base for the Customer Service team. We are looking for someone who can work out of our Tualatin, OR office during initial training and ramp up, and will have the option for a hybrid schedule in the future.


Responsibilities


Training & Development

• Train new hires on all aspects of the Customer Service Representative role.

• Organize and develop training manuals, presentations, and guides to help with training and development initiatives.

• Manage our Knowledge Base content by creating & maintaining Customer Service team policies and procedures.

• Work with the management team to provide additional training to Customer Service Reps who are not meeting the expectations of the job within the first 90 days of employment.

Quality Monitoring

• Listen to calls, review emails, and provide feedback and hands-on training to Customer Service Representatives to help improve NetVendor's quality of service.

• Prepare regular reports to monitor quality levels and assess where additional training is needed.

• Create process improvements to help overall quality of service to customers and other stakeholders.

• Take escalated calls and provide feedback to the representative escalating the call.

• Serve as a backup to our Quality Assurance Specialist, providing monitoring and feedback to the team as needed.

• Additional responsibilities as assigned.

Qualifications


We are looking for someone who:

• Communicates effectively, both verbally and in writing

• Identifies areas for improvement independently

• Teaches, listens, and provides constructive feedback in a positive manner to help team members improve

• Speaks confidently to small and large groups, inspiring and motivating others

• Is proficient with Microsoft Word, Excel, and Outlook, as well as email and chat technologies

• Thinks critically and creatively to troubleshoot, solve problems, make logical decisions, and set priorities

• Works effectively under pressure in a fast-paced, metric-driven environment that requires multitasking

• Demonstrates strong interpersonal skills, including active listening, giving and receiving feedback, and setting expectations

Education & Experience

• High School diploma or GED

• Experience in a role that involves training and leadership preferred

• 2-4 years of Customer Service experience

• Excellent attendance and performance metrics

• Bilingual preferred - fluent in both English and Spanish languages

• Preferred experience with NICE inContact or other similar contact center programs

Physical Demands & Work Environment

• The physical demands of this position are in keeping with general office functions: sitting, navigating an office environment, using a computer, keyboard, telephone, etc. for up to 8 hours per day.

• The employee may occasionally lift or move up to 25 pounds.

NetVendor Benefits Package

• Medical, dental, and vision insurance

• HSA, FSA, and DCFSA

• Long- and short-term disability insurance

• Company-paid standard life insurance

• Generous paid time off policy

• Paid holidays: 7 per year + 1 floating holiday

• Maternity Leave

• 401(k) with company match

• Employee Assistance Program

NetVendor is an equal opportunity employer. We are committed to building a diverse and inclusive workplace where everyone can thrive. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, pregnancy or related conditions, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status, or any other characteristic protected by federal, state, or local laws.