Member Services Trainer

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    "requisitionDescription": "<div>\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.28.24/styles/froala_editor.pkgd.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n    <link href=\"https://static.workforcenow.adp.com/mas/mdf-components/23.28.24/styles/froala_style.min.css\" rel=\"stylesheet\" type=\"text/css\" />\n\n    <div class=\"fr-view\">\n      <p><span style='color: rgb(0, 0, 0); font-family: \"Indeed Sans\", \"Noto Sans\", \"Helvetica Neue\", Helvetica, Arial, \"Liberation Sans\", Roboto, Noto, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;' id=\"isPasted\">AAA Minneapolis is a part of one of the largest membership organizations in the country, and offers so much more than our legendary roadside service. We are a not-for-profit organization that serves Hennepin County and is made up of local Minnesotans who love our community as much as you do. Our products and services span some of the top industries, including travel, financial services, insurance, technology, traffic safety and, of course, automotive. This gives our employees the rare opportunity to be exposed to a variety of fields along with the ability to advance.  AAA offers a flexible, supportive, collaborative work environment that prioritizes a healthy work-life balance and is inclusive of diverse backgrounds, beliefs and experiences. AAA Travel is also honored to be recognized, through a large-scale independent survey, by Newsweek Magazine as one of America&rsquo;s Greatest Workplaces 2023!</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;' id=\"isPasted\"><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">SUMMARY:&nbsp;</span></strong><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">The Member Services Trainer is r</span></span><span style=\"font-size: 15px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0);\">esponsible for the training and continuing education of all new and current Member Services employees both on-site and virtually; also responsible for working with Member Services employees through call monitoring, side-by-sides, and observations to provide feedback and reinforce standard practices and policies. &nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;background:white;vertical-align:baseline;'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0);\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">DUTIES&nbsp;</span></strong></span></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Develops and delivers training to new hires and existing employees with a focus on departmental policies and guidelines to facilitate total member satisfaction.</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Continuously evaluate departmental training needs/gaps, measuring the effectiveness of training and performance</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Instills a friendly, positive attitude in Member Services employees, developing and promoting effective customer service skills and phone etiquette</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Instructs/counsels employees in the use of computer software, web-based programs and phone systems</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style='font-size:15px;font-family:\"Tahoma\",sans-serif;'>Organizes and oversees continuing education for employees including testing to ensure compliance&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Documents and reports to management perceived/realized problems with service or individual performance, analyzes potential solutions, works with department management to implement solutions through proper training&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Performs frequent call monitoring of new employees to identify potential customer service issues and ensure that employees are adhering to department policy and procedure.&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style='font-size:15px;font-family:\"Tahoma\",sans-serif;'>Monitors employees to follow up on issues, errors, and&nbsp;complaints</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Serves as a &ldquo;resource&rdquo; for Member Services employees for questions regarding company policy or member relations; Assists team members and Supervisors</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Serves as backup to Communication Center and Dispatch to alleviate call hold times and/or Dispatch overflow.</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Maintains proper training records on employees</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Performs tasks of a varying nature to meet changing workload requirements and respond to various management directives</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0);\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">&nbsp;</span></strong></span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">QUALIFICATIONS:</span></strong></span><span style=\"font-size: 14px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0); background: white;\">&nbsp;To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;'><span style=\"font-size: 14px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0); background: white;\">&nbsp;</span></p><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 14px; font-family: Tahoma, sans-serif; background: white;\">EDUCATION and/or EXPERIENCE</span></strong></span><span style=\"font-size: 14px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0);\">&nbsp;</span></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">High school diploma or general education degree (GED)</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Bachelor&rsquo;s degree in Education, Business, Human Resources or equivalent work experience</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">1+ years of training, coaching, or mentoring employees within a call center environment</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">1 year of call center experience&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Experience in instructional design&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Intermediate to advanced skill level in Microsoft Office suite including Excel, Word and PowerPoint</span></li></ul><p style='margin:0in;font-size:16px;font-family:\"Times New Roman\",serif;background:white;'><span style=\"color: rgb(0, 0, 0);\"><strong><span style=\"font-size: 14px; font-family: Tahoma, sans-serif;\">OTHER REQUIREMENTS</span></strong></span><span style=\"font-size: 14px; font-family: Tahoma, sans-serif; color: rgb(0, 0, 0);\">&nbsp;</span></p><ul style=\"margin-bottom:0in;margin-top:0in;\" type=\"disc\"><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Ability to develop and implement classroom course work&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Strong communication skills with the ability to work with a variety of backgrounds, skill levels and personalities</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Strong organizational skills and attention to detail</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Understands how to develop training tools including on-line/remote options</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Excellent problem-solving skills&nbsp;</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Demonstrated skill in handling a variety of assignments simultaneously</span></li><li style='margin: 0in; font-size: 16px; font-family: \"Times New Roman\", serif; color: rgb(0, 0, 0);'><span style=\"font-size: 15px; font-family: Tahoma, sans-serif;\">Flexible schedule</span></li></ul><p style='box-sizing: inherit; font-size: 0.875rem; line-height: 1.5; color: rgb(66, 66, 66); margin: 0px 0px 0.75rem; font-family: \"Indeed Sans\", \"Noto Sans\", \"Helvetica Neue\", Helvetica, Arial, \"Liberation Sans\", Roboto, Noto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><br></p><p style='box-sizing: inherit; font-size: 0.875rem; line-height: 1.5; color: rgb(66, 66, 66); margin: 0px 0px 0.75rem; font-family: \"Indeed Sans\", \"Noto Sans\", \"Helvetica Neue\", Helvetica, Arial, \"Liberation Sans\", Roboto, Noto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;' id=\"isPasted\"><span style=\"color: rgb(0, 0, 0);\">AAA Minneapolis offers a competitive compensation and benefits packages including; medical/dental insurance, 401(k) &amp; 401(k) matching, generous time off, a complimentary AAA Membership and much more!</span></p><p style='box-sizing: inherit; font-size: 0.875rem; line-height: 1.5; color: rgb(66, 66, 66); margin: 0px 0px 0.75rem; font-family: \"Indeed Sans\", \"Noto Sans\", \"Helvetica Neue\", Helvetica, Arial, \"Liberation Sans\", Roboto, Noto, sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: start; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;'><span style=\"color: rgb(0, 0, 0);\">AAA Minneapolis is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.</span></p>\n    </div>\n  </div>\n",
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