Technical Trainer Customer Service

Job Summary

The Technical Trainer, Customer Service is responsible for providing the toolset, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines. The Technical Trainer position is responsible for supporting and integrating the overall SY brand and business strategy through employee learning development. Primary responsibilities are to facilitate training needs for new and existing employees through a variety of methods including classroom and virtual instruction, web conferencing, eLearning and on-the-job.

Job Description

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver department training/learning support using adult learning techniques for various lines of business (e.g. Reservations, Reservations Support, Central Reservations Control (CRC), Groups Sales, Customer Care)
• Streamline technical training through automation enhancements/LMS
• Ensure the learning process is ongoing and relevant; support Customer Service with policy/functionality as identified by leaders and SME’s
• Develop and apply assessment tools to measure training effectiveness
• Ensure all training curricula are taught in a standardized and consistent manner
• Partner with Customer Service leadership in support of new specialist development
• Collaborate with Sr. Technical Trainer for creation of training materials
• Keep current on adult learning best practices and training methodology
• Establish defined SY interdepartmental relationships through collaborative goals with teams such as marketing, pricing, sales, eCommerce
• Contribute to the maintenance of the Knowledge Base system and departmental communication
• Track and report on training outcomes
• Provide feedback to program participants and management
  
  

SUPERVISORY RESPONSIBILITY

None

Qualifications And Education Requirements

• College degree or minimum of 2 years experience in call center/customer service environment; or equivalent combination of education and experience.
• Experience writing policy/procedure documents
  
  

Preferred Skills

• Open and approachable leadership style
• Confident, articulate, and clear communication skills
• Confident public speaker; clear presentation and facilitation skills
• Motivational with a positive demeanor at all times
• Strong planning and organizational skills
• Analysis and problem-solving skills
• Knowledge of adult instructional and learning theory and principles preferred
• Knowledge of Sun Country programs, policies, procedures, and reservation systems preferred
  
  

WORK ENVIRONMENT

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones photocopiers, filing cabinets.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands or finger, handle or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance, and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.)

Additional Notes

AAP/EEO STATEMENT

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.