Customer Support Specialist offering excellent service in Athens, Greece, or remotely. Handling inquiries via phone, email, and chat, ensuring high customer satisfaction.
About the role
- Operations Training Support Specialist at Benco Dental developing and delivering training programs. Collaborating with Operations leadership for effective training that supports quality customer outcomes.
Responsibilities
- Responsible for developing, delivering, and supporting operational training programs that enable frontline associates to perform their roles effectively and consistently.
- This role partners with Operations leadership and cross-functional teams to ensure processes are clearly documented, training is timely and impactful, and learning initiatives support quality customer outcomes.
- Play a key role in driving adoption of process changes, monitoring training effectiveness, and supporting continuous improvement initiatives.
- Develop, implement, and maintain an engaging training curriculum for new and existing frontline associates, including system workflows, customer interaction skills, role-based scenarios, simulations, job aids, assessments, and reinforcement activities to improve associate performance and associate satisfaction.
- Monitor training effectiveness through nesting to production processes, quality reviews, calibration sessions, and feedback loops; identify knowledge gaps and recommend improvements to training content or delivery.
- Partner with Operations leadership and cross-functional stakeholders as a liaison to ensure training aligns with operational goals, supports process changes, and improves frontline user experience.
- Validate that current processes, policies, and training materials are accurately documented, maintained, and accessible to frontline associates.
- Support operational initiatives and special projects by leading or contributing to implementation, rollout, and follow-up activities.
- Actively seek to increase efficiency and effectiveness of work processes and make recommendations for improvements in procedures and systems; Provide operational support during peak volumes or special circumstances to maintain familiarity with frontline workflows, reinforce training relevance and maintain department Service Level Agreements.
Requirements
- High School Diploma/GED, required
- Associates Degree in Business Management, preferred
- Ability to work onsite in Pittston, PA two days per week
- 4-6 years previous customer operations experience
- 4-6 years experience in a role focused on knowledge transfer and critical thinking
- Minimum 5mbps (5,000 kbps) Internet Speed.
- Connection via Ethernet Cable (Avoid Wi-Fi)
- Avoidance of other people using/sharing the same bandwidth connection while calls are taking place, especially concerning: Streaming Multimedia content (4K/Full HD Movies), Online gaming, Downloading large content (torrents), Enabled recordings on any DVR/Set-up-Boxes
Benefits
- Excellent Compensation Packages
- Medical, Dental and Vision Benefits Effective on Day 1
- 401k Package Effective on Day 1
- Paid Time Off Program
- Profit Sharing
- Hybrid Work Environment
- Associate Discounts and Community Giveback Programs
- College Tuition Savings Program
- Caring Family Culture Toward all Associates
- Certified as a FORTUNE Great Place to Work
- Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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