Coordinator, Guest Care Training & Quality

Job Purpose

The ideal candidate for this multi-faceted role will possess prior training experience and excellent verbal communication skills. In addition to leading by example, they will serve as a resource to elevate our entire team by leading new hire and ongoing training as well as creating and maintaining training courses.

Location: This role will be remote.

Duties & Responsibilities

The primary responsibilities of this job include, but are not limited to:

• Identify opportunities for and create knowledge articles and internal email templates as needed
• Regularly complete quality assurance assessments for internal Guest Care Coordinators and Social Care specialists and provide feedback/reporting to our internal leadership
• Host and lead quality assurance assessment meetings and partner with vendor’s leadership team
• Collaborate with subject matter experts to ensure training resources are consistently up to date
• Create new hire training (internal and partnership), including organizing materials, leading internal classroom sessions and partner uptraining sessions, and facilitating sit-by sessions and mock calls as needed
• Collect feedback from internal Guest Care team and BPO leadership to identify ongoing training needs and team-wide development opportunities
• Lead ongoing and new skill training sessions to all internal and partnership teams
• Assist with Guest Care production (ezCater, social care, phone calls, emails, and chats) during low training volume periods as needed
• Develop and maintain an in-depth knowledge of the Guest experience path and all applicable lines of business (bakery-cafe operations, the MyPanera program, Subscription Program, Rapid Pick-Up, Gift Cards, Catering, Delivery, Social Care and ezCater)
• Create and maintain new hire and ongoing digital training courses
• Provide feedback to improve Guest experience and efficiency within internal and partnership teams
• Communicate process changes and upcoming promotions to internal and partnership teams on a regular basis
• Work with managers, training and knowledge & QA to understand communication strategy for various initiatives and promotions on weekly basis
• Train and certify partnering vendors as needed
• Prepare for, participate in, and/or lead any meetings as necessary
• May be assigned other duties as determined by supervisor

Objectives:

• Champion a culture of Knowledge Centered Service
• Collaborate with manager, training, knowledge, & QA to ensure all new hires are trained according to established guidelines and timelines
• Challenge team to continuously elevate our knowledge and training procedures
• Ensure that Guest Care is always knowledgeable on new initiatives and changes that will impact the guest

Qualifications (Education & Experience)

Qualifications include:

• Excellent written and verbal communication skills, including a professional, poised presence in cross-functional meetings.
• Demonstrated ability to adjust their communication for the audience at hand and identify when information is proprietary or not “public-facing”
• Proficient with Microsoft Windows: Outlook, Word, and Excel; Web Browsers such as Google Chrome, Apple Safari, Mozilla Firefox, and Salesforce Service Cloud. Experience with Learning Management Systems software a plus
• Comfortable with technology and the ability to learn new procedures and programs quickly
• Ability to work both independently and as a team player in a dynamic group
• Ability to adapt to varied workload and learn new skills in a fast-paced environment with tight deadlines
• Experience in guest relations, learning and development, training or restaurant/ retail a plus
• Bachelor's degree in Communications, English, Marketing, or related fields a plus but not required

Working Conditions

• Required travel – Approximately once per quarter to St. Louis Support Center for team meetings

Physical Requirements

• While performing this job, the incumbent is regularly required to stand, sit, talk, hear & use hands and fingers to operate keyboards
• Regular schedule is 8:00AM-4:30PM Monday through Friday but flexibility is required in order to accommodate new hire’s needs.

Direct Reports

• N/A

The actual pay offered will be determined by multiple factors, including but not limited to the candidate’s relevant experience, job-related knowledge, skills, and geographical location. Individual compensation decisions are dependent upon the facts and circumstances of each position and candidate.