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Customer Care Facilitator Job
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Louisville, Kentucky |
About this job
Posting Job Title: Customer Care Facilitator
Requisition #: 170553BR
Posting Location: Louisville, KY, US
Area of Interest: Human Resources
Position Type: Full Time
Posting Job Description
The Customer Care Facilitator will be responsible for administering, organizing and delivering training programs for all aspects of Time Warner Cable's Customer Care department as they relate to products, sales, soft skills, troubleshooting, work procedures, policies, practices and billing system functionality.
Management reserves the right to add, change or revise this job description at any time.
Essential Job Functions:
* Under general supervision, provides orientation and training for new employees in the Customer Care organization.
* Under general supervision, delivers product launch, up-skill and refresher training to existing employees.
* Prepares lesson plans relevant to training materials.
* Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom in coordination with HRBP, Lead Facilitator and manager as required.
* Recommends changes to existing training programs by providing feedback to the Care Learning Delivery Manager or Lead Facilitator.
* Maintains records of training attendance, progress reports for trainees and monitors training results.
* Provide clear and concise communication to various levels of the organization regarding training delivery.
* Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes company strategies.
* Partners with call center leadership and training leaders to ensure training delivery meets the needs of the department and that training is delivered when necessary.
* Coordinates training activities with the Care Learning Delivery Manager or the Lead Facilitator and effectively communicates information and issues for all training activities, classroom challenges, training requests, etc.
* Possesses and applies a broad knowledge of call center, customer service and billing system principles, practices and procedures.
Job Requirements:
* Knowledge of specific customer care subject areas that make high-level agent performance possible.
* Knows and applies fundamental concepts, practices and procedures of adult learning.
* Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field.
* Takes responsibility for initiating goals for self-development.
* Work evenings/weekends as needed. New Hire Training could be delivered as late as 12PM-9PM for an 8 week period.
Education Level:
Bachelor's degree (B. A.) from four-year college.
Required Education (Major) :
Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience.
Experience/Skills Required:
* 2+ years of experience in delivery of training materials
* Knowledge and application of adult learning techniques
* Experienced in all Microsoft software application required including Excel, Power Point, and Word desired
* Excellent organizational skills a must
* Excellent written and oral communication skills
* Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively
Preferred:
* Cable industry knowledge
* Experience with database software/ICOMS or CSG billing system knowledge
Travel requirements and frequency:
Some assignments require travel up to 25 percent of the time.
Legal or Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
Communication Skill level: Ability to read, write and speak needed to successfully accomplish the essential duties of this job.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Supervisory / Managerial Responsibilities:
Assigns, trains, schedules or oversees work of others.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCHTR180
Requisition #: 170553BR
Posting Location: Louisville, KY, US
Area of Interest: Human Resources
Position Type: Full Time
Posting Job Description
The Customer Care Facilitator will be responsible for administering, organizing and delivering training programs for all aspects of Time Warner Cable's Customer Care department as they relate to products, sales, soft skills, troubleshooting, work procedures, policies, practices and billing system functionality.
Management reserves the right to add, change or revise this job description at any time.
Essential Job Functions:
* Under general supervision, provides orientation and training for new employees in the Customer Care organization.
* Under general supervision, delivers product launch, up-skill and refresher training to existing employees.
* Prepares lesson plans relevant to training materials.
* Under general supervision, coaches to performance, attendance and behavioral challenges in the classroom in coordination with HRBP, Lead Facilitator and manager as required.
* Recommends changes to existing training programs by providing feedback to the Care Learning Delivery Manager or Lead Facilitator.
* Maintains records of training attendance, progress reports for trainees and monitors training results.
* Provide clear and concise communication to various levels of the organization regarding training delivery.
* Acts as a change agent to drive change through the organization in a manner that encourages acceptance and promotes company strategies.
* Partners with call center leadership and training leaders to ensure training delivery meets the needs of the department and that training is delivered when necessary.
* Coordinates training activities with the Care Learning Delivery Manager or the Lead Facilitator and effectively communicates information and issues for all training activities, classroom challenges, training requests, etc.
* Possesses and applies a broad knowledge of call center, customer service and billing system principles, practices and procedures.
Job Requirements:
* Knowledge of specific customer care subject areas that make high-level agent performance possible.
* Knows and applies fundamental concepts, practices and procedures of adult learning.
* Remains up to date on new philosophies, technologies, methods and techniques in the learning and development field.
* Takes responsibility for initiating goals for self-development.
* Work evenings/weekends as needed. New Hire Training could be delivered as late as 12PM-9PM for an 8 week period.
Education Level:
Bachelor's degree (B. A.) from four-year college.
Required Education (Major) :
Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience.
Experience/Skills Required:
* 2+ years of experience in delivery of training materials
* Knowledge and application of adult learning techniques
* Experienced in all Microsoft software application required including Excel, Power Point, and Word desired
* Excellent organizational skills a must
* Excellent written and oral communication skills
* Must be a dependable and self-motivated individual who can work within a fast-paced environment and make decisions quickly and effectively
Preferred:
* Cable industry knowledge
* Experience with database software/ICOMS or CSG billing system knowledge
Travel requirements and frequency:
Some assignments require travel up to 25 percent of the time.
Legal or Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.
Communication Skill level: Ability to read, write and speak needed to successfully accomplish the essential duties of this job.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Reasoning ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Supervisory / Managerial Responsibilities:
Assigns, trains, schedules or oversees work of others.
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
TWCHTR180
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