Instructor II, Customer Experience Center

Carmax Olathe , KS 66051

Posted 4 weeks ago

7972 - Kansas City CEC - 17300 W. 119th Street, Olathe, Kansas, 66061

CarMax, the way your career should be!

The Customer Experience Center (CEC) Trainer's primary responsibility will be preparing, conducting and evaluating new hire training for the CarMax omni channel sales contact center. This includes, but is not limited to, facilitating the new hire program for sales contact center associates and managers, updating class materials, working directly with business partners, maintaining associate training scorecards, monitoring completion of required training programs through the company LMS, class set-up, coaching, training and mentoring of new associates. This role also requires additional class facilitation as required.

PRIMARY DUTIES AND RESPONSIBILITIES

  • Facilitate new hire training for new consultative sales contact center associates. This includes training in policies and procedures in addition to technical and soft skill training. New hire training programs range from 2-4 weeks in length and are offered both during the day and in the evenings.

  • Class preparation including room and equipment reservation, ordering of new hire supplies, creating the class agenda, attaining new hire logins, etc.

  • Modify new hire training materials as required.

  • Mastery of the corporate learning management system to include system administration for the portions pertaining to the new hire training.

  • Mastery of CarMax systems used by consultative sales contact center associates and managers.

  • Effective classroom management, including updates to scorecards, coaching, mentoring, performance management, and providing appropriate feedback.

  • Partnering with business owners and support partners on new hire performance during and after training.

  • Work with the Solution Center on timely resolution of tickets and login issues

  • Partner with Training Manager and others for program improvements, new program development, administrative support, resource requests, etc.

  • Monitor calls to identify strengths and opportunities in new associate performance.

  • Provide training support beyond new hire classes as required.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Demonstrated facilitation skills, including facilitation of technical systems and soft skills training, preferably in a call center environment

  • Strong platform (system/applications) skills

  • Excellent verbal and written communication skills

  • Demonstrated initiative and creative approaches to problem solving

  • Utilize strong organizational skills for efficient use of time

  • Strong customer service orientation

  • Ability to create a participant centered learning environment including knowledge of various delivery methods

EDUCATION and/or EXPERIENCE:

  • College degree preferred

  • 3-5 years contact center training design and delivery or similar experience

  • 1-3 years contact center and/or consultative sales experience a plus

  • Proficiency with Microsoft Word, PowerPoint and Excel

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT:

  • Fast paced with multiple, simultaneous demands.

  • Pleasant, but busy office, taking direction from more than one supervisor.

  • Numerous distractions and disruptions due to incoming communication.

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is inside a central heat and air-conditioned office building. The noise level in the work environment is moderate.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

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Instructor II, Customer Experience Center

Carmax