Customer Care Training Specialist

Align Technology, Inc. is a medical device company engaged in the design, manufacture and marketing of Invisalign®, the world’s leading invisible orthodontic product. Invisalign is a series of clear, removable aligners that both orthodontists and dentists use as a technique to give their patients a beautiful smile. With more than ten million unique aligners made to date, Align is one of the largest manufacturers of mass customized products in the world.

 The Customer Care Training Specialist oversees design, development, delivery and evaluation of training programs for Customer Care within Align Technology North America and Costa Rica.  This position will interface with other departments to ensure course design and content aligns with their learning needs. The role will create student guides, instructor guides, presentation materials, lab exercises, simulations and e-learning as well as deliver training in the classroom and through webinars.  The trainer will coordinate, update, and deliver training for new hires as well as delivering weekly training on various topics to customer care agents as needed. Duties and Responsibilities:
• Design, development, and delivery of courseware using appropriate methodologies such as instructor-led training, distance learning, and e-learning.
• Optimizing employee performance, efficiency, effectiveness, productivity, customer service, teamwork, and specific job tasks.
• Assessing overall training needs and develop strategies to meet those needs. Write, create, and implement training programs and materials for all CC employees.
• Revise, print and maintain training manuals for all CC processes, procedures and policies.
• Facilitate training sessions for all CC employees as needed.
• Train and evaluate agents to improve performance standards and customer service.
• Confer with CC management to determine training needs, and consistently evaluate programs to ensure all needs are being met and that employees are being developed on an ongoing basis.
• Keep informed of new policies and procedures used by all call center agents.
• Select and develop training methods, such as group instruction, on-the-job training or policies and procedures manual.
• Track and analyze training effectiveness on improving the customer experience as well as the department’s service level results.
• Partner and manage relationships with internal resources, consultants and providers of development programs to provide optimal learning opportunities.
• Ensure consistency for processes and technology.
• Audit and update training material as necessary.  Audit must happen at least once a quarter.
• Update and file all CC training records and plan.
• File all group training forms and training content. Education and Experience:
• A Bachelor’s in Organizational Development, marketing/business, Consumer Sciences, Education, and English preferred. Professional training certification is a plus, but not required.
• Minimum 3 years instructional design and training development.
• Minimum of three to five years training/facilitation experience - preferably in a customer/consumer service call center.
• Effective and diplomatic oral and written communication skills. 
• Strong interpersonal, organizational and prioritization skills are essential. 
• Must be self-directed and able to successfully design and execute training curriculum & presentations.
• Demonstrated judgment, diplomacy and tact. 
• Strong communication (written and oral) and problem-solving skills are essential.
• Three years of customer service training, collections and/or call center training experience.
• Minimum one year of facilitating experience required.
• Minimum one to two years of experience in designing/developing training programs as well as conducting needs assessments.
• Strong oral presentation and written communication skills.
• Experience with computer applications is required. Ability to organize and prioritize work is important.
• Intermediate to Advanced experience in Microsoft Word and Excel required. Intermediate to Advanced experience in PowerPoint is preferred. 
• Experience with Articulate E-leaning software is preferred.
• Type minimum (40) words per minute.