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Call Center Resolutions Training Specialist

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  • Baltimore, United States
  • Commerciale e Vendite
  • Full time

Descizione del ruolo

  • ID dell'offerta: 280476

  • Data della pubblicazione: 26/02/2025

    • Why we will love you
    Minimum 3 years of experience in resolutions or after sales roles
    Minimum 2 years of experience of coaching and training people
    Expert knowledge within the customer care area, including claim and complaint handling.
    Passion for meeting customers, connecting with them, finding solutions and common understanding
    Good knowledge of general customer behavior across channels as well as of customer engagement

    JOB TYPE: Permanent, Full-time
    BENEFITS ELIGIBLE: Yes
    Hybrid workplace: Up to 3 to 5 days in Office (Subject to Change)
    The payband for the role is $21.07-$30.03. The offer band for the position is $21.07-$24.23 with benefits
    Starting date is April 7, 2025
    The successful candidate must live within a commutable distance to the IKEA RCMP in Nottingham, MD.

    "Thank you for your interest in applying for this role. Please be aware that this is a Sensitive Position. The successful candidate will be required to complete a background check and a drug test as a condition of employment for this role."
    What you'll be doing day to day
    Secure excellent competence level among co-workers in relation to a specific skill area by keeping them well supported, informed, trained, and ensuring excellent knowledge availability.

    Drive performance optimization within the area of expertise to maximize customer satisfaction and business growth

    Share knowledge, news and ways of working connected to the area of expertise, to enable co-workers to always have a customer mindset and secure a great remote customer experience, thus building trust in the IKEA brand

    Evaluate skill performance within the area of expertise, suggest improvement areas and via Team Leaders enable Resolutions Generalists to work on potentials and build on strengths, thus contributing to reaching individual and team goals

    Carry out local learning delivery, as well as review and validate the content of learning in order to secure local relevance and a high level of competence among Resolutions Generalists

    Collaborate with, and provide feedback to, multiple stakeholders across Ingka connected to the area of expertise, to be able to update Resolutions Generalists on activities with resolutions impact and secure that Call Center perspectives continuously influence relevant processes and are represented in all relevant forums

    Collaborate with Knowledge Specialists to secure that content connected to the area of expertise is communicated in a qualitative and accurate way

    Ensure collaboration with Experience Design team and contribute with guidance on detailed steering of ongoing initiatives in connection to the area of expertise in order to ensure that the quality of the outcome matches the expectations

    Regularly provide customer support directly to the customer (through all remote channels), to develop and keep own expertise up to date as well as to maintain customer focus and communication skills

    Adhere to most up to date ways of working for digital solutions to secure smooth operation of internal processes thus optimizing the customer experience

    Put IKEA social and environmental commitments into practice thus contributing to sustainability
    Together as a Team
    We are transforming how we meet our customers across all touchpoints to be seamless, effortless, and enjoyable. Connecting with IKEA in the ways customers need has never been more important to us. We also know that our customers demand increasing levels of accessibility from wherever they are and that has led to creating a transformed and very capable customer channel at IKEA.
    Apply now!
    At IKEA, taking care of our co-workers and their dependents is a top priority. That’s why we offer our eligible, regular co-workers (part-time and full-time) a full menu of benefits and perk options to ​help everyone maintain work and life balance, be well and plan for their future. Join our team and enjoy these benefits and so much more!
    Generous paid time off, holiday and sick time
    WiselyPay – get earned wages up to two days early
    Paid parental leave (up to 16 weeks)
    KinderCare tuition discount  
    Retirement and bonus plans
    Co-worker discount, meal deal, and referral bonus
    Pet insurance program
    Education assistance and learning programs
    Safety shoe reimbursement
    24/7 telehealth visits
    Dental and vision plans
    Medical and Rx plans (must work min. 20 hrs/wk)
    A fun and inclusive work environment

    QUALIFICATIONS
    The starting rate/ salary for this position ranges from 21.07 USD to 30.03 USD and will be based on relevant work experience.
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