Customer Onboarding & Excellence Trainer (Hybrid)
Location
Richmond Hill, ON | Canada
Job description
Internal Title: Onboarding & Excellence Trainer
Salary: Based on Experience + Benefits + Vacation
Location: Richmond Hill, ON *Hybrid
Length: Full-time, permanent
About Us :
WellnessLiving isn’t just our name, it’s who we are. We’re the software company with a heart , placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business.
When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.
About You:
As an Onboarding and Excellence Trainer, you will play a critical role in developing and delivering training programs focused on customer retention and objection handling techniques for our Onboarding and Excellence teams. You will collaborate with both new and tenured associates across the organization to motivate, educate, and inspire, both in formal and informal mentoring environments with the goal of adapting our employees with the skills needed to overcome objections and retain customers effectively.
Our ideal candidate will possess the following characteristics:
- Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.
- Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.
- Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.
- Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.
- Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, seeks change, and knows current industry trends, practices, and technology.
- Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.
Responsibilities:
- Develop Customized Training Materials: Create interactive and engaging training materials tailored to address objections and enhance customer retention strategies.
- Conduct Interactive Training Sessions: Facilitate training workshops and role-playing exercises to simulate real-world customer scenarios, providing hands-on experience and practical guidance to employees.
- Foster Knowledge Sharing: Encourage a culture of learning and collaboration by facilitating knowledge-sharing sessions among team members, allowing them to exchange best practices and strategies for handling objections effectively.
- Assess Comprehension: Monitor trainee participation and comprehension during training sessions, using assessments and quizzes to gauge understanding and retention of key concepts.
- Gather Feedback: Solicit feedback from trainees to evaluate the effectiveness of training programs and identify areas for improvement, incorporating feedback into future training iterations.
- Continuously Improve Training Content: Regularly review and update training materials and content to ensure relevance and effectiveness, incorporating the latest industry trends and best practices.
- Collaborate with Sales and Customer Success Teams: Partner with sales managers and customer success leaders to align training initiatives with organizational goals and objectives, ensuring a unified approach to customer retention.
Qualifications:
- 5+ years of experience in sales or customer success, with a focus on objection handling and customer retention strategies.
- Bachelor's degree in business, psychology, or a related field; equivalent work experience will also be considered.
- Proven track record of developing and delivering training programs, with the ability to convey complex ideas in a clear and engaging manner.
- Excellent communication and presentation skills, with the ability to effectively engage and motivate learners.
- Adaptability and flexibility to adjust training approaches based on the unique needs and preferences of trainees.
- Proficiency in Microsoft Office suite and experience working with training platforms or learning management systems is preferred.
Please note that those who meet the qualifications for the position will be contacted directly.
We appreciate you taking the time and look forward to reviewing your application.
WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.
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