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Staff Management | SMX Support Center Training Specialist in Chicago, Illinois

Customer-Service Oriented. Strategic. Personal.

Join Staff Management | SMX as our next Support Center Training Specialist on our internal National Crew Desk in our Chicago office.

This position is primarily responsible for identifying best practices in customer service, maintaining the customer service knowledge base, developing and delivering training for customer service functions, and overseeing the rollout of new policies and procedures. This employee interfaces with the NCD managers and Director to identify the need for additional training or resources and develops and delivers those trainings or job aides. This position requires strong professional writing skills, organization skills, and an ongoing willingness to learn. Time management, prioritization, and interpersonal skills are critical to success in this position.

TRAINING

Develop training and procedures for chat and email functions. Schedule and deliver regular orientation and training sessions (onsite and remote). Create internal resources, job aides, assessments, and activities. Liaise with managers and specialists and facilitate on-the-job coaching. Maintain updated records of training curricula and material

PROCESS IMPROVEMENT

Develop and maintain customer service knowledge base, including reviewing, editing, and creating knowledge base content. Develop and execute a strategic recruiting plan to create an ongoing candidate pipeline through effective sourcing and hiring as needed based on forecasted headcount volumes. Identify systematic and individual skills gaps for customer service best practices. Maintain fluency on all internal systems. Undertake regular process improvement measures based on customer feedback and data analytics.

TEAM MANAGEMENT

Scheduling, workforce monitoring, documenting processes, and team management. Assist the service desk as support on an as needed basis.

Requirements:

  1. Expertise in best practices for a customer support center, specifically using chat and CRM software

  2. Experience with customer service chat and knowledge base software

  3. Excellent verbal and written skills

  4. Strong interpersonal skills

  5. Adaptability with positive attitude

  6. Results driven with strong time management skills

  7. Collaboration with a team spirit

Required Education and Experience: Bachelor’s degree or equivalent. Minimum 3+ years of relevant experience in a customer service support center with knowledge of Customer Relationship Management systems that include chat and email experience and use of knowledge base software with an interest in creating and delivering internal training. Proficiency with Microsoft Office, (Outlook, Excel and Word).

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk or hear. This is largely a sedentary role; however, the ability to lift files, open filing cabinets and bend or stand as necessary.

Travel: Minimal travel is expected for this position.

Our Culture:

We’re in the business of people, so support and teamwork are important to us. We power some of North America’s leading companies by putting people to work in distribution, fulfillment and manufacturing jobs. We’ll find you a place where you’ll gain experience, knowledge and skills through hands-on learning, where you can succeed and grow, and where your hard work will be recognized.

People of all personalities, backgrounds and talents succeed with us. There’s a reason so many of our associates and employees stay with us for a long time. We foster a diverse and inclusive culture where every employee has an opportunity to contribute and grow while meeting the changing needs of the marketplace. We take pride in what we do because what we do matters - to our families, our communities and each other.

#LI-AC1

TrueBlue was founded on the idea of connecting people and work. We work with businesses to provide the workforce solutions they need to succeed. Publicly traded since 1998, TrueBlue provides a talented workforce of over 600,000 people and partners with more than 100,000 companies around the world through three segments: PeopleReady, PeopleManagement and PeopleScout. • PeopleReady provides on-demand and skilled labor for retail, manufacturing, warehousing, logistics, energy, construction, hospitality, and ports & terminals industries. • PeopleManagement (Staff Management, SIMOS, Centerline) provides on-premise contingent staffing and on-premise management in the light-industrial sector and beyond. • PeopleScout provides high-volume permanent employee (RPO) recruitment process outsourcing and management of outsourced service providers to a global workplace. TrueBlue continues to broaden its service offerings, reaching more markets, and offering greater technology and innovation to benefit employers, staff and contingent workers.

What we do at TrueBlue is simple – we put people to work and change lives every day.

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