Customer Service Trainer

Under the direction of leadership, the Customer Service Trainer will facilitate and guide learners through interactive training programs to prepare customer service employees to perform job duties such as responding to customer inquiries and resolving issues or complaints. Additionally, the Customer Service Trainer will support the customer service center by providing assistance and collaboration for continuous learning and improvement of customer service employees.

“This position is eligible to work onsite or hybrid (9 or more days a month onsite), or remote in accordance with our Telecommuting Policy. Applicants must reside in Kansas, Missouri or be willing to relocate to another approved state as a condition of employment.”

Why Join Us?

• Family Comes First: Total rewards package that promotes the idea of family first for all employees; including paid time off and family first leave.
• Professional Growth Opportunities: Advance your career with ongoing training and development programs both through our internal Blue University and external opportunities.
• Dynamic Work Environment: Collaborate with a team of passionate and driven individuals.
• Make a Positive Impact: Your work will directly contribute to the health and well-being of Kansans.
• Stability: 80 years of commitment, compassion, and community
• Networking Opportunities: Participate in our corporate intern program and network with other interns at BCBSKS to enhance your learning opportunity.

Compensation

$27.08- $33.80
Non- Exempt 13

• Blue Cross and Blue Shield of Kansas offers excellent competitive compensation with the goal of retaining and growing talented team members. The compensation range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive wages that align with the individual's skills, education, experience, and training.

• Facilitate, lead, and coach learners through training courses via hybrid and virtual modes of communication.
• Support, lead, and coach learners during post class activities and through the nesting period.
• Support the identification and prioritization of learning needs by analyzing performance and data to identify gaps in learning.
• Develop and modify training content to make it interactive and engaging while ensuring maximum absorption of prioritized material.
• Test learners for comprehension and skill execution of defined objectives.
• Manage class dynamics and ensure appropriate corrective action when necessary to create an effective learning environment.
• Support internal customer service clients by answering questions and coordinating with other areas to resolve inquires and improve the customer experience.
• Develop and maintain an understanding of industry best practices and adult learning techniques through ongoing education and research.
• Perform assigned job-related duties as required, including any special projects.

• Effective communication and facilitation skills to build relationships, foster loyalty, and coach learners. Provide guidance and direction in a clear, concise, and compelling manner.
• Work with guidance to motivate customer service employees to learn, grow, and develop so they can obtain the knowledge and experience they need to help the organization reach its goals.
• Work with guidance to plan, organize, prioritize, and oversee training activities to efficiently meet business objectives.
• Exercise sound business judgment in a team environment and independently, while having the motivation and interpersonal skills necessary to effectively resolve problems and build relationships.
• This position is required to obtain and maintain a Life, Accident and Health license through the Kansas Insurance Department.

• High school diploma or equivalent.
• Must have prior leadership or training experience, or two years Customer Service experience with BCBSKS.

• Hold a knowledge of three lines of business, with one line of business either being Traditional or Direct Enrolled.

• When training, required to be in front of a classroom (virtually and/or in person) 90% of their day.

• Base pay is only one component of your competitive Total Rewards package:
  • Incentive pay program (EPIP)
  • Health/Vision/Dental insurance
  • 6 weeks paid parental leave for new mothers and fathers
  • Fertility/Adoption assistance
  • 2 weeks paid caregiver leave
  • 5% 401(k) plan matching
  • Tuition reimbursement
  • Health & fitness benefits, discounts and resources