Customer Service Team Trainer

• Deliver training to new hires and experienced staff across multiple lines of business
• Assist in developing and refining training materials, agendas, and resources under the direction of the Lead Trainer
• Conduct follow-up evaluations and provide feedback to trainees and trainers
• Mentor and support trainers in instructional techniques and classroom management
• Participate in planning and preparation of educational programs
• Collaborate with the Lead Trainer to maintain consistency in training content and standards
• Collaborate with vendors to maintain positive training relationships
• Collaborate with WFM to ensure accountability for attendance, competency and vendor relations
• Provide input on updates to training materials based on policy and procedure changes
• Conduct quality audits of trainers and report findings to the Lead Trainer
• Support health plan-wide implementations and system enhancements
• Maintain training rooms and equipment
• Lead small-scale projects or specialized training sessions as assigned within and outside GHP
• Satisfy job-specific obligations and comply with organization policies and procedures

• High School Diploma or Equivalent (GED) required
• Minimum of 3 years of relevant experience required
• Relevant experience may combine related work experience and degree obtained
• Associate’s Degree may count as 2 years of experience
• Bachelor’s Degree may count as 4 years of experience
• Communication skills
• Customer Retentions knowledge
• Customer Service knowledge
• Service Request Management Process knowledge
• Eastern Standard Time Zone residency
• Must comply with organization policies and procedures

Demonstrates expertise in training delivery, instructional techniques, and classroom management while ensuring compliance with organizational policies. Capable of developing training materials and conducting evaluations to enhance staff competency and maintain training standards.