Customer Service Trainer of Student Advocacy Team

As the leading student-first connected learning platform, Chegg's Student Hub makes higher education more affordable and more accessible, all while improving student outcomes. Chegg is a publicly-held company based in Santa Clara, CA with offices in San Francisco, New York, Portland, India, Israel, Berlin, and Ukraine. Chegg Student Hub Services Include: Chegg Study, Chegg Tutoring, Chegg Writing Tools, Test Prep, Careers Search, Internship Admissions, and College Admissions.

The Student Advocacy Team is in search of a Customer Service Trainer who has a passion for learning and development. We want someone with the ability to facilitate savvy training resulting in dynamic, engaging and highly effective on-line and in-class courses and programs. The ideal candidate has a student first mindset, is a highly effective communicator, a fantastic problem-solver with exceptional people skills who thrives in a fast-paced environment and is extremely organized, patient, and diligent.

• Deliver new training programs along with at-this-time training for new products, processes or acquisitions
• Develop and deliver on-line content to include multi-media curriculum for textbooks, digital services, programs and promotions
• Manage internal Learning Management System (LMS)
• Perform ongoing evaluations of current training programs and needs analysis for possible training needs to improve student advocate efficiency and effectiveness
• Use data to identify needs, monitor success and improve student advocate results
• Perform ongoing research and include new cutting-edge technology in classroom and blended learning environments
• Represents the Student Advocacy Team and Chegg in a positive and professional manner when dealing with vendors, cross-functional teams, and co-workers
• Partner with cross-functionally with other groups such as Product, Engineering, Program Management, Marketing, and Vendor Management
• Travel (up to 25%) to vendors and other Chegg offices

• 5 years classroom training experience
• Ability to actively engage audiences of varying backgrounds, ages, and experience across multiple platforms (in class, virtual, video)
• Skills in classroom management and flexibility
• Ability to keep a calm demeanor during stressful situations
• Understanding of adult learning styles and how to adapt to all
• Understanding of design principles and technical expertise
• Amazing communication skills – written, verbal, presentation and in-person
• Serves as an internal/external evangelist for the Student Advocacy Team and Chegg
• Ability to use quantitative and qualitative data to analyze, design, develop, implement, evaluate, and improve training programs
• BA/BS or equivalent experience required

Preferred:

• Experience with Adobe Captivate, Camtasia, After Effects and LMS technologies
• Experience with script writing, recording, and editing for audio and video presentations
• Technical writing skills