Customer Resource Center Trainer

At Republic Services, we are passionate about what we do because we are passionate about you – our customer. Every day, we strive to make your world and our planet better. We are committed to providing reliable and responsible recycling and waste disposal services to you because we know our efforts have a direct impact on your homes, your communities, and your businesses.

The Customer Resource Center (CRC) Trainer is responsible for the delivery and ongoing reinforcement of Republic Services’ learning solutions for all members of the CRC team. This includes conducting new hire sessions, supporting new CRR’s during the “nesting” period, and delivering ongoing skill development to existing employees.

• Conducts consistent standardized training courses for new and professional customer resource representatives using a variety of training delivery methods and tools. • Coaches and monitors new employees to increase their effectiveness. • Facilitates continuing education for existing call center staff for new products, services, customer service skills, etc. • Provides performance feedback to class participants as well as to CRC leadership. • Works closely and collaboratively with HR and resource planning to ensure CRC staffing levels are maintained. • Assists Operations with understanding agent opportunities and updating training programs to meet those needs while maintaining organizational standards. • Participates in site leadership meetings to represent the learning function; provide tracking/reporting for trainee progress and course effectiveness; and propose recommendations for ongoing staff development. • Conveys widespread CRR training needs to L&TD corporate staff for development of new tactical course/program content. • Collaborates with Learning & Talent Development instructional designers and training delivery team to ensure program content is relevant, complete and supports learning objectives. • Acts as an ambassador of the Republic Way and has a passion for creating an exceptional customer experience. The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

PREFERRED QUALIFICATIONS: • Minimum 1 year of training experience in call center environment. • Bachelor’s degree MINIMUM QUALIFICATIONS: • Minimum of 1 year of call center experience. • High School Diploma. OTHER KNOWLEDGE, SKILLS & ABILITIES: • Excellent facilitation/communication skills. • Comfortable working in a fast-paced, ever changing environment. • Ability to coach and motivate others. • Passion for helping others reach their potential. • Detail oriented. • Ability to work with minimal supervision.