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HR Contact Center Training Specialist

Date: Nov 22, 2022

Location: Mason, MI, US

Company: Dart Container

Join a growing HR team who will transform how we deliver high-quality services to our employees.

 

We need an HR Contact Center Training Specialist who will:

  • develop comprehensive training across the HR Contact Center systems and in customer service and quality
  • identify an end-to-end onboarding and training experience for new employees in either HR Master Data or the HR Contact Center
  • develop job aids
  • develop a quality review protocol for calls and case management

 

Are you a leader?  Someone who can direct and impact others' behavior without directly managing them?  Bring your customer service mindset and technical skills to help others achieve an exceptional level of service while utilizing many different systems – Salesforce, SuccessFactors, Avaya and more.

 

Core Skills and Qualifications

The ideal HR Contact Center Training Specialist must possess all of the following:

  • High school diploma or equivalent with five (5) years of experience developing contact center Customer Service Rep (CSR) assessments and training materials
  • Three (3) years of experience with call center technology including computer/telephony integration (CTI), interaction tracking software, call monitoring/quality assurance software and case management systems.
  • Experience working as a CSR in a contact center environment with a focus on updating online files, responding to and/or resolving customer inquiries by phone, electronic mail, or paper
  • Ability to maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities
  • Excellent verbal and written communication skills, including strong platform/presentation skills
  • Ability to streamline processes, integrate, and associate pieces of information gathered from multiple sources
  • Experience using Microsoft Office, including the ability to create reports, documents, presentations and spreadsheets in MS Word, MS Excel and MS PowerPoint
  • Ability to travel up to 5% of the time domestically
  • Ability to obtain and maintain a valid driver’s license
  • Favorable motor vehicle report upon hire.

Preferred Skills and Qualifications:

  • Associates degree in business, education or related
  • SAP Human Capital Management (HCM) and/or SuccessFactors experience
  • Salesforce CRM experience
  • HR experience

Overview: Dart makes everyday products that give people the freedom to enjoy the food & drinks they love, wherever they are. From to-go containers and dinnerware to tamper-evident food packaging and even the red Solo cup, Dart products have been keeping people on the go and having fun for more than 50 years. Dart is a family-owned, family-focused company of 13,000 employees united by a shared set of values. Headquartered in Mason, MI, Dart has 30 locations in four countries.

Benefits: Dart Container full-time employees enjoy great benefits, including medical, dental, vision, life insurance, 401(k) with company matching contributions, paid vacation, paid holidays, short-term disability, tuition assistance, product discounts and more.

Dart Container is a drug-free workplace.  Candidates are subject to a drug test (excluding THC*/marijuana/cannabis) and background check at the time of offer.

*THC testing ONLY when such testing is required by law.

Dart Container is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

https://www.dartcontainer.com/eeoaa/

If you have a disability and need an accommodation to access this website or for the application process, you should call Dart at (800) 545-3278 Ext 3370 or email us at ADArequests@dart.biz. Relay calls can be made by dialing 711 or the relay number for your state.

If you experience difficulty applying online, you may call (800) 545-3278 Ext 3390 or email us at applicationassistance@dart.biz for assistance.

 

 

EEO/AA Employer/Vet/Disabled


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