Customer Service Trainer - Athens, GA

We are the educators and trainers in the Wayfair Customer Service team. Our team members count on us to provide best-in-class training to help prepare them to be successful in their roles. Our management partners rely on us to provide relevant, engaging, and effective training that will help drive our business forward. We are a critical part of Wayfair’s success, and we take that responsibility seriously.

Through rigorous training we prepare our newest Service team members to effectively help our customers. Through ongoing training we prepare team members to continue growing in their careers by learning new skills. Above all, we embody the Wayfair culture and hold ourselves highly accountable to success in everything we do.

We are looking for a proven facilitator with Customer Service and training experience who will effectively prepare our learners for success. Our trainers are responsible for reinforcing Wayfair’s culture, mission, and core values. This individual will be an adaptive thinker, who is driven by results, and is team-oriented. They will be a collaborative problem solver who can build teams and consistently strives for excellence. This candidate must also be able to thrive in an extremely fast-paced, rapidly challenging and fluid environment. Communication is critical, so this person must be able to communicate effectively across all levels of the organization.

What You'll Do

• Support all training functions within our Customer Service operation.
• Promote the Wayfair culture in the Customer Service organization and lead by example.
• Facilitate new hire training, onboarding, ongoing training, and process change training to lead learners to optimal performance in accordance with network standards.
• Effectively lead our new hires through their nesting period (on the job training), focusing on preparing our new employees for success in their roles.  Consistent focus on driving high performance and expectations across various new hires and key performance areas.
• Support training plan development, manage priorities, set goals and provide professional development.
• Work with Content Design Teams to ensure all skills training is current and make recommendations on training priorities.
• Prioritize training resources and training towards operational requirements
• Drive consistent training and operational standardization across all sites and virtual.
• Measure and evaluate training results against learning objectives for all training, advising leadership and developing action plans based on results.
• Conduct operational assessments and effectively communicate training requirements and action plans across the leadership team.
• Act as a liaison between the training department and key organizational stakeholders and internal business customers.

What You'll Need

• Two or more years experience in a training facilitator position preferred - preferably in a customer service contact center environment.
• Supervisory experience is preferred.
• A clear and demonstrated proficiency in adult learning principles, engagement techniques, and effective facilitation in an adult learning environment.
• Demonstrated integration skills in a challenging environment - to bring multiple goals together to create focused and synchronized training strategy.
• Proven ability to anticipate challenges and be decisive - you always get in front of issues, mitigate risk and have no problem making decisions quickly in support of operational requirements.
• Demonstrated experience in effectively communicating with stakeholders, leadership, and peers.
• Flexibility for working 8:00am-5pm PST/EST/MST Monday-Friday