Educator - Customer Service and Sales Training and Quality Assurance Supervisor

AllFilters.com is a rapidly growing company recognized for its exceptional customer service and quality filtration products. They are seeking an experienced educator to customize and enhance their customer service and sales training processes while providing ongoing support and quality assurance.

Responsibilities:

• Customize training, retraining, or performance plans for each employee position and design group training
• Make extensive use of AI coaching software to support the training of both new and existing employees
• Deliver monthly performance reviews for every customer service and sales team representative
• Establish a documentation system for verbal, chat, or written feedback and corrective actions
• Foster a fair work environment by enforcing policies and written processes, recognizing high-performing employees, and addressing underperformance appropriately
• Assist in hiring new sales and customer service employees
• Conduct a comprehensive audit of the suite of tools and documents to assess the current training state
• Present and implement management-approved suggestions for improving training materials, with a preference for a fully cloud-based toolset
• Conduct ongoing assessments of the training curriculum to update it in response to changes in the business, product line, or processes
• Master all customer service and sales employee duties
• Collaborate with team members to learn the customer service and sales tasks hands-on, which include:
• Answering inbound customer service and sales calls and chats
• Resolving email tickets in the customer service software
• Completing daily, weekly, and monthly reports
• In rare circumstances, serve as a backup customer service or inside sales representative during staff shortages after mastering these tasks
• Collaborate weekly with the sales manager to review and organize commercial customers and track their progress in CRM software
• Monitor calls and tasks with Time Doctor
• Learn the label-creation process relevant to the customer service team

Requirements:

• Must align with the company's culture and core values of honesty, ethics, and positivity
• A bachelor's degree in education or a related field
• At least two years of full-time, professional teaching experience requiring a license, certificate, or credential
• Strong communication skills, both written and oral, with the ability to adapt to diverse learning styles, including non-native English speakers
• Responsible, professional, and a team player with high standards and attention to detail
• Proficient in Google Workspace or Microsoft Office
• Ability to learn and effectively use Google Workplace tools and CRM software
• Demonstrated perseverance in receiving and delivering constructive feedback
• High level of confidentiality and discernment
• Exceptionally organized with excellent initiative skills