Sun Country Airlines Minneapolis , MN 55415
Posted 1 week ago
We're not your average airline. We're agile, resilient, and full of uncommon opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.
With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline and an enthusiastic team focused on connecting our community with their favorite people and places.
Sun Country Airlines is seeking a PT Customer Service Technical Trainer to provide the toolset, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines.
Customer Service Technical Trainer Overview:
The Technical Trainer, Customer Service is responsible for providing the toolset, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines.
The Technical Trainer position will support and integrate the overall SY brand and business strategy through employee learning development. Primary responsibilities are to facilitate training needs for new and existing employees through a variety of methods including classroom and virtual instruction, web conferencing, eLearning and on-the-job.
Essential roles and responsibilities of a Customer Service Technical Trainer:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Deliver department training/learning support using adult learning techniques for various lines of business (e.g. Reservations, Reservations Support, Central Reservations Control (CRC), Customer Care)
Streamline technical training through automation enhancements/LMS
Ensure the learning process is ongoing and relevant; support Customer Service with policy/functionality as identified by leaders and SME's
Develop and apply assessment tools to measure training effectiveness
Ensure all training curricula are taught in a standardized and consistent manner
Partner with Customer Service leadership in support of new specialist development
Collaborate with Technical Trainers and Training Manager for creation of training materials
Keep current on adult learning best practices and training methodology
Establish defined SY interdepartmental relationships through collaborative goals with teams such as marketing, pricing, sales, eCommerce
Contribute to the maintenance of the Knowledge Base system and departmental communication
Track and report on training outcomes
Provide feedback to program participants and management
The qualifications we are looking for in a Customer Service Technical Trainer include:
College degree or minimum of 2 years experience in call center/customer service environment; or equivalent combination of education and experience.
Experience writing policy/procedure documents
PREFERRED SKILLS
Open and approachable leadership style
Confident, articulate, and clear communication skills
Confident public speaker; clear presentation and facilitation skills
Motivational with a positive demeanor at all times
Strong planning and organizational skills
Analysis and problem-solving skills
Knowledge of adult instructional and learning theory and principles preferred
Knowledge of Sun Country programs, policies, procedures, and reservation systems preferred
Sun County Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.
It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. #LI-LM1
Sun Country Airlines