Customer Care Training and Development Specialist

ABOUT ENVISTA HOLDINGS CORPORATION 

Envistais a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, NobelBiocare, andOrmco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: NobelBiocareintroduced the first dental implant,Ormcois a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years.  Our high-performing culture is underpinned by ourCIRCLeValues and theEnvistaBusiness System.  Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future.  Learn more athttp://envistaco.com.

Job Description:

POSITION SUMMARY:

The primary function of this position is to be responsible for facilitating training for our new employees and current employees. This position will have primary focus on associates supporting Kerr/Metrex Consumables. This position will also help identify the needs of additional team training and assist in developing formal training programs to increase job performance. This role is responsible for training of any new department processes.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Creates and updates training documentation that are aligned with department needs to perform and increase on-the-job performance.

• Conductsorientation sessions and arrange training for new hires.

• Determines customer care training needs for the department

• Develops and directs customer care training plans, programs, and procedures

• Prepares reports on progress of customer care trainees under direct or indirect supervision during training periods

• Analyzes performance of customer care personnel to determine need for additional training

• Consults with management to identify training needs and to ensure course content, training methodologies, and training materials are met.

• Develop and organize training materials, multimedia visual aids, and other educational materials.

• Guide, direct, and motivate associates by setting performance standards and monitoring performance by review and evaluation of call recordings.

• Identify and develop countermeasures, action plans, and evaluate performance to address gaps between learning objectives and learning outcomes.

• Provide frontline agent duties including answering calls when the need arises.

• Other duties as assigned

Job Requirements:

QUALIFICATIONS:

• High school diploma/GED equivalent; Combination of education and work experience will be considered.

• 1-2years’ experiencein Learning and Development; working understanding of adult learning theories preferred

• CRM experience

• 1-2 years of experience in a customer service-related field

• Proven experience in designing multiple training events in a corporate setting. Extensive knowledge of instructional design theory and learningprincipals.

• Advanced proficiency of Microsoft Office Suite; designing documents and creating reports for presentations and analysis

• Communication—must be able to effectively communicate in both written and verbal forms.

• English level proficiency of at least B2+ in all four domains

• Administration and Management – must have knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, production methods, and coordination of people and resources.

• Education and Training – must have knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

• Positive attitude – does what it takes to successfully accomplish goals

• Cooperative – doing or willing to do what is asked or required

• Soft skills – ability to engage customers verbally in a professional manner

• Teamwork –must be willing and able to work closely with other departments, peers in a professional and respectful manner.

• Ability to influence others – must be able to inform, convince, and persuade others to action on key initiatives

• Results orientated – must deliver results

PREFERRED SKILLS:

• Leadership — willingness to lead, take charge, and offer opinions and direction. 

• Bachelor’s degree

• 3-5 years of experience in a customer service- related field

• Previous medical device/dental industry experience preferred

• Previous experience with talent management and succession planning

ABOUT ENVISTA HOLDINGS CORPORATION 

Envistais a global leader in the dental industry, uniting more than 30 trusted brands—including DEXIS, Kerr, NobelBiocare, andOrmco—under one mission: partnering with dental professionals to improve patients’ lives. With a heritage of category-defining innovation, our brands have shaped modern dentistry: NobelBiocareintroduced the first dental implant,Ormcois a pioneer in both traditional and digital orthodontics, DEXIS has long been at the forefront of 2D, 3D and intraoral imaging, and Kerr has supported clinicians for over 135 years.  Our high-performing culture is underpinned by ourCIRCLeValues and theEnvistaBusiness System.  Guided by these, we deliver a comprehensive portfolio of technologies, consumables, and services that empower clinicians to provide confident, efficient care—today and for the future.  Learn more athttp://envistaco.com.

Job Description: