Customer Service Trainer

GENERAL DESCRIPTION

Responsible for preparing and delivering training programs for Service Center personnel who handle inquiries and requests related to POS terminals. Develops and updates training materials covering products, functionalities, procedures, tools, and service protocols; facilitates onboarding and refresher training sessions; and evaluates participants’ understanding to support consistent and effective customer service.

ESSENTIAL DUTIES AND RESPONSABILITIES: (Other duties may be assigned)

• Identify training needs related to Service Center operations, products and services, customer service procedures, and changes in systems or processes.
• Design, develop, and update training materials, manuals, guides, and learning resources.
• Coordinate and deliver in-person, virtual, or hybrid training sessions for various employee groups.
• Prepare and update training programs required due to changes in products, functionalities, procedures, policies, and tools utilized by the Service Center.
• Evaluate the effectiveness of training programs through metrics, assessments, and analysis of results.
• Serve as a resource and provide guidance and support to employees on learning and development-related matters.
• Maintain up-to-date documentation and knowledge repositories to facilitate ongoing knowledge transfer.

Education

Bachelor’s Degree (B.A.) in Human Resources, Education, Business Administration, Communications, or a related field.

Experience

• Experience in training, facilitation, learning and development, human resources, or related areas.
• Experience designing and delivering training programs.
• Experience developing educational materials and evaluating learning outcomes.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodation may be provided to enable individuals with disabilities to perform their work.  The noise level in the work environment is usually moderate.  Stress levels are usually high due to job scope. This role is performed in a production environment with 24-hour shifts.  Since it is considered a critical operation, work is not necessarily interrupted by hurricanes or another climate phenomenon. May require flexible hours, including holidays and some weekends, if needed.

Additional Information

Schedule: Monday to Friday from 8:00 AM to 5:00 PM

Available to work extended hours, weekends and/or holidays as needed.

“Evertec Group, LLC is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, pregnancy, marriage, sexual orientation, gender identity, national origin, age, genetic information or condition, political affiliation, religious ideology, being a victim or perceived victim of domestic violence, sexual assault, or harassment, serving or having served in the Armed Forces of the United States, disability status, or any other protected category by Puerto Rico or US Federal law. EEO is the Law Poster. If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, please contact the People & Culture Department in advance at (787) 759-9999 in order to accommodate your special needs. Evertec is an employer with E-Verify to verify the eligibility for employment of all the new employees. Participation Poster. Drug-free company. Equal Employment Opportunity/ Affirmative Action for Women/Veterans/People with Disabilities.”

Pay: $13.00 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan

Experience:

• Customer service: 2 years (Preferred)

Work Location: In person