Important COVID-19 Guidance (for candidates applying to roles in our MA, NY & CA offices): Per Rue Gilt Groupes policy, all associates who will work at our MA, NY or CA offices must be fully-vaccinated & proof of vaccination will be required.

ABOUT US:

Rue Gilt Groupe is a leading off-price e-commerce portfolio company, connecting the next-generation shopper to world-class brands. Weve defined the online treasure hunt through our daily sale events allowing a large, loyal member base to discover over 5,000 premium & luxury brands at prices up to 70% off full-price retail.

Rue Gilt Groupe operates three complementary sites Rue La La, Gilt, & Shop Premium Outlets.

Our vision at RGG is to spark delight through daily discovery we make shopping an occasion to celebrate. At the forefront of fashion & technology, were also in the business of sparking delight for our Associates. We inspire each other, our Members, & ourselves to push past the expected every day. Our culture is rooted in our values & together we work to demonstrate being Kind, Passionate, Collaborative, Innovative, Tenacious & Empowered

This Company is an equal opportunity employer, & selects individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status or any other

Position Goal

We are looking for a Call Center Trainer who is passionate about customer service & ready to help us take our team to the next level. We look at every customer service interaction as an opportunity to delight our customers & our Call Center Trainer will be responsible for ensuring representatives have thorough knowledge of products, services, & conflict resolution skills to be able to do just that.  

Position Requirements:

 Facilitates virtual new hire & continuing customer service training.

• Prepares new representatives by conducting orientation to service processes & providing resources & assistance.
• With the support of the Content & Delivery Manager, suggests, creates & delivers ongoing training.
• Supports departmental success by maintaining policy & procedure resources; providing coaching; conducting training sessions; developing outcome improvement resources.
• Regularly improves training effectiveness by developing new approaches & techniques; making support readily available; integrating support with routine job functions.
• Engages in all sales- & service-related tasks, including but not limited to process improvement, group & individual call observation, quality calibration & mentoring when applicable.
• Maintain thorough understanding of all systems in use by Frontline & Senior Customer Service Agents.

 Education & Experience Requirements

• High school diploma or equivalent required. College degree preferred but not required
• Customer sales & service training experience (minimum of 3 years in industry or related field).
  • Good understanding of contact center metrics & KPIs.
  • Experience with Zendesk, & other contact center technologies preferred.
• Operational knowledge of MS Office: Excel, Word & PowerPoint.
• Excellent presentation skills (oral & written), as well as ability to motivate, teach & inspire associates.
• Experience in on-demand content creation tools including but not limited to self-driven trainings.
• Strong understanding of adult learning methodologies & proven ability to develop training programs that are unique to the organizations goals, values & mission statement.
• Ability to handle multiple projects & prioritize independently.

Other Job Requirements

 Active Verbal communication in classroom environment, 8 to 9 hours each scheduled work day.

• Sitting & standing positions 8-9 hours each scheduled work day.
• Ability to work within fluctuating background noise & movement.
• Shift(s): Must be flexible with the ability & willingness to work late evenings, weekends & certain holidays. Must be able to travel to other offices.