Job Description

About Us:

AZAZIE stands as the leading direct-to-consumer (DTC) e-tailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order. Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.

Job Summary:

Azazie is looking for a self motivated and driven Customer Service Training Specialist to join our team! As a Customer Service Training Specialist, your primary responsibility will be to design, develop, and deliver training programs and initiatives aimed at enhancing the customer service skills and capabilities of our teams across regions. You will collaborate with various stakeholders, including customer service managers, subject matter experts, and BPO partners to assess training needs, create engaging content, and deliver effective training sessions. Your role is crucial in ensuring that our customer service team has the necessary skills, knowledge and tools to deliver exceptional customer experiences.

Responsibilities and Duties:

As a Customer Service Training Specialist, you'll be an important part of our growing CS team! You will be set up for success in meeting the following requirements for this role:

Training and Program Development:

• Conduct needs assessments to identify skill gaps and training requirements within the customer service department.
• Design and develop comprehensive training programs, modules and materials that align with business goals and objectives.
• Apply instructional design methodologies to create engaging and interactive training content (presentations, e-modules, job aids and facilitator guides).

Training Delivery:

• Facilitate engaging and impactful training sessions for customer service employees, using a variety of methods such as instructor-led training, virtual sessions, workshops, and role-playing exercises.
• Deliver training programs on topics such as customer service techniques, product knowledge, communication skills, conflict resolution and problem-solving.
• Adapt training delivery methods to cater to different learning styles and employee skill levels.
• Provide coaching and constructive feedback to enhance performance and development.

Training Evaluation and Improvement:

• Conduct post-training assessments and evaluations to measure the effectiveness of training programs and identify areas for improvement.
• Continuously update and enhance training materials and content based on feedback, changes in processes, and emerging industry trends.
• Monitor performance through observation and analysis of customer interactions to identify additional training needs.
• Collaborate with customer service managers and supervisors to address performance gaps and develop targeted training interventions.

Collaboration and Stakeholder Management:

• Collaborate with subject matter experts and cross-functional teams to ensure the accuracy and relevance of training materials.
• Partner with Customer Service Supervisors to identify training needs for new hires and develop onboarding programs to facilitate their integration into the team.
• Collaborate with BPO training teams to align training standards, streamline resources, and support rollout of training as needed.
• Foster strong relationships with key stakeholders to ensure alignment of training programs with business objectives.
• Stay updated with industry trends, emerging technologies, and trends in customer service training and enhance training offerings.

Note: These duties are intended to describe the general nature and level of work performed and are not exhaustive. The company reserves the right to modify duties and responsibilities as business needs evolve.

Qualifications and Skills:

• Bachelor’s degree in Education, Instructional Design, Communication or a related field (equivalent work experience).
• Proven experience as a customer service trainer or in a similar role, designing and delivering effective training programs.
• Excellent presentation and facilitation skills, with the ability to engage and motivate trainees.
• Strong knowledge of instructional design principles and adult learning methodologies.
• Exceptional verbal and written communication skills, with the ability to convey complex concepts in a clear and concise manner.
• Strong interpersonal skills and the ability to effective relationships with stakeholders at all levels.
• Analytical mindset with the ability to access training needs, evaluate program effectiveness and make data-driven recommendations for improvement.
• Proficiency in learning management systems (LMS), e-learning authoring tools and multimedia software is a plus.
• Knowledge of customer service principles, practices and industry trends.

Benefits:

• 100% Medical, Dental, Vision, Life insurance offered after a 60-day probationary period
• Paid vacation days and sick leave
• Paid Holidays + Floating Holidays
• 401k
• Free snacks and drinks in office
• Employee discount
• Company engagement events

Physical Requirements:

While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close, distance and color vision.

Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

This job description is not an employment contract. It is intended to describe the general content of and requirements for the performance of this job. Duties, responsibilities, and requirements may be changed or added at the discretion of Azazie at any time.

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