Call Center Customer Service Trainer Bilingual; Spanish at DSI Systems Richardson, TX

Call Center Customer Service Trainer Bilingual (Spanish) job at DSI Systems. Richardson, TX.

We are seeking a dynamic and skilled Call Center Trainer to design, develop, and deliver effective training programs that enhance the performance of our customer service teams. The ideal candidate will be experienced in instructional design, highly engaging in their delivery, and technologically proficient in Microsoft Office products and training development tools.

Before you apply, please read the following questions, and ask yourself if they are describing you:

• Are you a call center trainer, skilled in demonstrating and teaching exemplary customer service, specifically taking inbound customer/seller calls, properly ticketing and dispositioning them, and researching customer/seller issues to resolution?
• Do you have the natural confidence to manage an agent learning library, watching over and updating it every day to keep pace with ever-changing offers, products, services, and system changes, immediately bringing the issues and solutions that are discovered and solved every day directly to agents?
• Do you have the ability and experience to grow, develop, and work alongside a group of agents, demonstrating to them what good customer service sounds like?

If you think these questions describe you and you are passionate about training, problem solving, research, and everything in between, then we need you on our team!

DSI, an authorized AT&T Representative partner, has an immediate career opportunity for a Call Center Customer Service Trainer for our AT&T product and service (wireless and broadband) training efforts in their National Retail () partner channel.

Office requirements: This role will report to our office in Richardson, Texas

Travel: Up to 50% national and international travel as required for business needs

DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners through sales management, marketing assistance, hardware logistics solutions, immersive training, engineering expertise, and proprietary software solutions.

We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all we are a one-stop solution to help sales partners uncover growth opportunities.

• Develop and deliver energetic and engaging training, meetings, and huddles
• Tackle mastery of knowledge of ever-changing offers, products, and services, as well as a unique and complex call center system, ticketing, and order entry systems and processes.
• Have a thorough understanding and knowledge of call center environments and culture, and be able to “talk the talk” by not just teaching, but by being able to demonstrate on a live call what good customer service sounds like

• Develop engaging training materials, including manuals, presentations, e-learning modules, and job aids

• Deliver in-person and virtual training sessions to new hires and existing employees

• Evaluate training effectiveness and adjust content and delivery methods to meet evolving needs

• Collaborate with team leaders and QA to identify training gaps and opportunities

• Maintain accurate training records and produce reports on training outcomes

• Utilize Microsoft PowerPoint, Excel, and automation tools to enhance training efficiency and reporting

• Leverage training technologies and platforms (e.g., LMS, Articulate, Adobe Captivate) to create dynamic learning experiences

• Stay current with best practices in customer service, call center operations, and adult learning

• Help build, update, and maintain sales & training presentations (PowerPoint, videos, etc.), job aids, and reference materials for learning optimization across all assigned platforms and audiences – with primary focus on AT&T products and services

• Ability to gain insight and formulate patterns to bring a unified training message throughout our programs

• Clear, dynamic, &…