Contact Center Trainer

Action Property Management, a premier management company, is seeking a Contact Center Trainer to join our team at our corporate office located in Irvine, CA.

Why Join Action?

Action's goal is to attract and retain the best talent in the industry. We are proudly rated 4.3 Stars on Glassdoor. Check out our Glassdoor page here: https://tinyurl.com/actionglassdoor

We offer our Team Members the following:

• Competitive starting compensation
• Comprehensive benefits package for qualifying employees
• On-going hospitality and property management training
• Opportunities for career growth and advancement
• Values driven company culture that encourages team work and excellence
  
  

Summary:

The Contact Center Trainer is the main point of contact for all new hire, ongoing and recurring trainings. The trainer will assist the Community Care Department by keeping all training materials up to date, develop new materials as assigned by the Community Care Manager and will be the first backup for phones and/or emails. The trainer will assist in ongoing call monitoring to ensure customer service levels remain per Action guidelines.

Essential Duties and Responsibilities:

• Must have a thorough understanding of all duties and responsibilities of the department, and the ability to monitor and perform these duties at the highest level.
• Create and maintain all training materials, including the toolbelt, work orders, rush/leaks, etc.
• Perform all new hire training for Community Care Specialists, Phone Receptionists, Front Desk Receptionists and Work Order Specialists.
• Demonstrates and promotes a strong customer service attitude and focus at all times.
• Conduct call monitoring recordings to ensure quality control of team members.
• Provide feedback to team members to continually improve customer service levels.
• First backup on phones and emails during peak times.
• Make recommendations to Community Care Leadership regarding training opportunities to improve strengths and limit issues.
• Assist the Community Care Manager in all departmental responsibilities as assigned, to include providing input on performance evaluations, recruiting and training of staff.
• Be able to work all shifts as assigned within department, between 7am – 6pm.
• Other job duties as assigned by Community Care Manager.
  
  

Requirements:

• High School graduate
• Experience in a customer service, call center, environment is preferred.
• Employee must type a minimum 30 words per minute
• Employee must have a general knowledge of Microsoft Outlook, Word, and Excel as well as a general knowledge of office equipment including personal computer, electronic faxing and copier use.
• 2 years of continuing education and ability to speak Spanish is a plus.
  
  

Compensation: $20 per hour

Schedule: Monday - Friday, 40 hour a week position between the hours of 7 AM & 6 PM.

Action Property Management is an Equal Opportunity Employer and supports a Drug Free workplace.