Training and Documentation Assistant

• Assist Quality leads and Training lead to formulate customer support agent performance coaching program
• Assist in developing ongoing training calendars to align with areas of improvement opportunity for customer support agents
• Coordinate with quality and training leads to develop and maintain consistent standard operating procedures for in-house and outsourced team reviews and ongoing quality calibrations
• Partner with training team to update and maintain customer service knowledge resources to arm representatives with current and accurate information for consumers
• Monitor and respond to customer escalations and assist with general customer service support as needed, including assisting with placement of orders, refunds, or exchanges on behalf of the consumer
• Handle administrative tasks as requested by management
• Uphold the policies of the E-Commerce and Merchandising department as stated in the client Customer Care Help Center.

• Detail oriented - able to pay close attention to requests and nuances
• Strong in multitasking - able to juggle multiple priorities and set expectations around reasonable deadlines
• Some level of team training or coaching background
• Knowledgebase / documentation management
• Sharepoint and Zendesk knowledge would be a plus
• Strong communication skills, both verbal and written.
• Ability to recognize situations that need to be escalated
• Independent thinker; able to make meaningful decisions based on each situation.
• Excellent follow-up skills and 100% follow through on commitments.
• Result and action-oriented, resourceful and efficient
• Strong work ethic, highly motivated, upbeat personality, team player.
• Ability to analyze and report on trends and issues.
• Strong computer skills; Microsoft Office, Internet search skills.
• Bachelors Degree in business or related field preferred

LanceSoft