Customer Care Systems Trainer (Remote)

  • Atlanta, Georgia, 30339

Purpose:

Under the direction of the Customer Care Leadership & Training Team, the trainer participates in the development of all training programs, materials, the delivery of training, and is the Subject Matter Expert (SME) of Floor & Decor’s workflow and supporting systems. The Trainer responsibilities include facilitating on-the-job coaching, developing educational material and organizing training sessions for new hires and on-going training sessions. Training methodologies may include classroom instruction, on-line learning, hands-on labs, peer to peer coaching, and team meeting training, conference calls, and train the trainer sessions.  The Trainer is responsible for the entire training lifecycle, including all pre-training prep work, training delivery, learning schedules, and maintaining participant records.   

This role works in a fast-paced environment that is frequently changing and is responsible for creating an engaging and innovative learning experience.

Minimum Eligibility Requirements:

  • Minimum of 1-3 years of training experience, work experience as a Customer Service Trainer or similar role
  • Demonstrated coaching skills, providing feedback and developing associates
  • Subject matter expert (SME) in F & D systems
  • Familiarity with interactive learning activities
  • Experience in assessing learning needs and identifying performance gaps
  • Proven ability to lead a team and to influence others
  • A passion for training outstanding customer service and the ability to translate the passion into process and procedures to deliver measurable and consistent results for customers
  • Providing SWOT analysis to leadership in varies delivery forms; strong problem analysis and resolution at a function level
  • Excellent written, interpersonal and verbal communication skills
  • Open availability

Essential Job Functions:

  • Be a Subject Matter Expert/Brand Ambassador for all our products and systems
  • Comfortable delivering constructive feedback to address knowledge, skill, and performance gaps
  • Deliver all necessary training at on-site and/or remote locations, ensuring that an optimal learning environment is created, trainees are highly motivated, and all learning objectives are consistently met
  • Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Facilitate new hire training and on-going training classes and applying the SME knowledge to teach: learning activities, interactive & fun review games, hands on exercises, etc.
  • Use training methods that include audiovisual aids, classroom instruction, role-playing, webinars or computer equipment. e.g. (negotiation, teamwork and conflict management)
  • Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things. While identify crucial success factors when developing strategy and plans for areas of responsibility
  • Drive culture in Care Team that matches F & D’s expectations
  • Must be available to work evenings & weekends

Working Conditions (travel & environment)

  • Limited travel required including air and car travel.
  • While performing the duties of this job, the employee is occasionally exposed to a warehouse environment and moving vehicles. The noise level in the work environment is typically quiet to moderate.
  • Work-from-home availability (Prerequisite of a quiet and distraction-free working space, must maintain internet and WIFI access.)
  • (Remote states: AL, AZ, CA, CO, FL, GA, IL, KS, KY, LA, MD, NC, NJ, NV, OH, OK, PA, TN, TX, UT, VA, WI)

PHYSICAL/SENSORY    REQUIREMENTS

Sedentary Work – Ability to exert 10 - 20 pounds of force occasionally, and/or negligible amount of force frequently to lift, carry, push, pull or otherwise move objects.  Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Note:  Floor & Decor considers all applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, medical condition, pregnancy, marital or familial status, veteran status, or based on any other class protected by applicable federal, state, or local law.  Floor & Decor also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

This job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer at its sole discretion.

Equal Employment Opportunity:

Floor & Decor is an equal opportunity employer and is committed to equal opportunity for all associates and applicants.  F&D recruits, hires, trains, promotes, compensates and administers all personnel actions without regard to race, color, religion, sex, sex stereotyping, pregnancy (which includes pregnancy, childbirth and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, gender expression, national origin, age, mental or physical disability, ancestry, medical condition, marital status, military or veteran status, citizenship status, sexual orientation, genetic information or any other status protected by applicable law.

This policy applies to all areas of employment, including recruitment, testing, screening, hiring, selection for training, upgrading, transfer, demotion, layoff, discipline, termination, compensation, benefits and all other privileges, terms and conditions of employment.  This policy and the law prohibit employment discrimination against any associate or applicant on the basis of any legally protected status outlined above.

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Benefits & Rewards

  • Bonus opportunities at every level
  • Career advancement opportunities
  • Relocation opportunities across the country
  • 401k with discretionary company match
  • Employee Stock Purchase Plan
  • Referral Bonus Program
  • Corporate Discount Programs
  • Medical, Dental, Vision, Life and other Insurance Plans (subject to eligibility criteria)

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