Care Center Training Specialist

Ace Hardware hiring for Care Center Training Specialist jobs in Lehigh Acres, FL, US

The Job

As the Care Center Training Specialist you will be responsible for leading the day-to-day coordination and administration of the training activities in the Fort Myers Customer Care contact center. The position is responsible for participating in the creation of training modules and facilitating, including testing employees for readiness. The Training Specialist is also responsible to learn new systems, processes and services and delivers the information by developing creative teaching techniques. This position supports the Customer Care Leadership Team by collaborating on all training needs.

What you’ll do

• Training Delivery - Administers, organizes and conducts structured learning experiences for contact center staff and supports on-the-job training and employee orientation for the Customer Care department.
• Training Development - Supports the design, development and production of effective training tools based on submissions from department subject matter experts for new Customer Care training programs.
• Training Material Updates - Assists with the review of existing training programs and materials. Supports the revision of training curriculum, testing and materials for existing and new training programs to be implemented in Customer Care.
• Training Administration - Schedules appropriate classes and prepares set-up for all training sessions; including participant tracking, leadership communications and course materials. Tracks and analyzes course evaluations in order to determine effectiveness of training and implements suggestions for improvements.

What you need to succeed

• Bachelors' degree in Business, Education or related field, or equivalent work experience.
• 3 years of contact center or customer service work experience.
• 1-3 years corporate or contact center training experience preferred.
• Excellent interpersonal and written/verbal communications skills
• Detail-oriented with strong training skills
• Familiar with contact center tools, Avaya contact center system a plus
• Proven ability to manage multiple tasks, solve problems and meet deadlines
• Excellent software skills including ADW, SAP, Excel, Word, Access, Power Point, Outlook, Live Meeting, GoToTraining or other training software
• Excellent organizational and time management skills.
• Perform job functions with minimal supervision and skilled to work with all levels of contact center management.
• Flexibility to work a wide variety of shifts, including nights, weekends, and holidays.
• Ability to travel domestically (up to 10%)
• All candidates must successfully pass background check & drug screen requirements

Our Company

For more than 90 years, Ace Hardware has been known as the place with the helpful hardware folks in thousands of neighborhoods across America, providing customers with a more personal kind of helpful. In 2016, Ace ranked "Highest in Customer Satisfaction with Home Improvement Retail Stores, Ten Years in a Row," according to J.D. Power. With more than 5,000 hardware stores locally owned and operated across the globe, Ace is the largest retailer-owned hardware cooperative in the world. Headquartered in Oak Brook, Ill., Ace and its subsidiaries currently operate 17 distribution centers in the U.S. and also have distribution capabilities in Ningbo, China; Colon, Panama; and Dubai, United Arab Emirates. Its retailers' stores are located in all 50 states, the District of Columbia and approximately 60 countries.

If you're passionate about your career and want to contribute to a company you can believe in, consider sharing your talent with us. Join us in continuing our legacy of making Ace "the helpful place."

Equal Opportunity Employer

Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws. 

$51600 - $64600

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace is different. These things are important to us. They represent our commitment to the company, our employees, to Ace retailers and to the Ace brand.

In addition to providing our employees a great culture, Ace also offers competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive opportunities, based on role/grade level (rapid company growth over the past 5 years resulted in incentives being paid out at an average of 126% of your target opportunity!)
• Generous 401(k) retirement savings plan with company contributions, averaging 9.6% per year of eligible earnings over the past 5 years
• Comprehensive health coverage (medical, dental, vision and disability) & life insurance benefits for you and your dependents.
• 21 days of vacation immediately available (prorated in the first year)
• Ace invests in every employee we hire, with a key focus on development and coaching. We offer on-site classes, facilitator-led courses, and a generous tuition assistance program, plus a performance management approach that goes beyond the typical annual review.
• We know the work environment matters. That’s why Ace Care Center holds events like Employee Appreciation Week, Customer Service week, birthday/holiday celebrations, and much more!
• Employee discounts on Ace merchandise (including top brands like Weber, Traeger, Yeti, Craftsman, DeWalt and more), travel, fitness, computers and thousands more.
• Birth/Adoption bonding paid time off
• Adoption cost reimbursement
• Employee Assistance Program (EAP) – access to free visits to therapists and lawyers, guidance on financial matters, elder and childcare, and assistance with tickets to entertainment events.
• Identity theft protection

* Benefits are provided in compliance with applicable policies.

We want to hear from you!
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.

Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

The pay range for this position starts as listed in the job posting, but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Corporation reserves the right to change job duties, including essential job functions, according to business necessity.