Bilingual Trainer, Development & Facilitation
Economical Insurance
Downtown Toronto, ON
2d ago

LOVE WHAT YOU DO

We are Sonnet, Canada’s smart new insurance done completely online. We set out to change how Canadians feel about insurance, and that means changing how we think about customer service.

We hire people who love people. People who are crazy about customers and believe that customer service can and should be easy and fun for all (employees and customers alike).

We are a technology company, so self-professed digital geeks are more than welcome. We also look for people who don’t take themselves too seriously, can work in ambiguity, support each other and communicate authentically to join our team.

When our customers reach out to us with questions or need help to solve a problem, we want them to feel like they are being helped by someone who really cares.

The feedback we hear so far is that talking to one of our Customer Service Heroes is like talking to friends or family and we NEVER want that to change.

If all that doesn’t sound like you then stop reading now! If it does sound like you, read on!

Your role reports to our Manager, Training, Quality and Knowledge. Your main responsibility is to deliver, design and develop incredibly engaging training that will stimulate trainees as well as create other training assets to help keep the knowledge alive.

Last but definitely not least, you are a key part of the overall management team which means we need your help improve our training program, our knowledge base, and our quality programs overall.

You will be a key part in ensuring that Sonnet is providing unparalleled service and support to our customers. This requires someone who is highly focused with a strong understanding of what makes customer service great from a learning and development perspective.

What can you expect in this role?

  • Treat our Customer Service Heroes as your customers ensuring they are supported, respected, and involved in creating training curricula.
  • Facilitate training sessions with energy and pizazz (not pizza but if it helps ).
  • Leverage data from different sources to help the Training team design and develop innovative and engaging training solutions
  • leading to unparalleled customer satisfaction by using the appropriate instructional methodology.It is all about the customer from

    design to servicing.

  • Write concise, creative and effective instruction for deliverables including design documents, storyboards, job-aids, prototypes, wiki’s,
  • knowledge base articles, instructor and participant materials.

  • Evolve training and training materials in an organization obsessed with Customer Experience.It is all about the customer from design to service.
  • Conduct Level 1 and Level 2 evaluations.
  • Consistently communicate results in a timely manner knowing that communication can make or break a great customer service department.
  • Be a constant learner and constant teacher - we all have something to share and to learn.
  • Challenge the status quo and join us on the road less travelled.
  • Fail fast and learn even faster.
  • Collaborate with other departments to ensure strong two-way communications and ensure the Contact Centre gets the appropriate
  • information to effectively handle our customer calls, chats and emails.

  • Always champion the service philosophy in everything you do and every meeting you are in.You help us create the gold seal standard in
  • customer service and you challenge others both in the Contact Centre and in the broader organization to live up to the standard.

    What do you bring to the role?

  • Bilingual (English / French)
  • Excellent at listening, making people feel heard and valued.
  • A detail-oriented natural observer.
  • A believer in servant leadership and an eternal student of service and learning
  • Someone who has an Adult Education certification / accreditation, or is in the process of obtaining your Adult Education or Instructional
  • Design certification, and / or who has an equivalent post-secondary education.

  • Someone who has 5 or more years of experience in a similar role in a world-class customer service environment.
  • Experienced in instructional design methodologies, adult learning principles, and facilitation.
  • Someone with advanced written and oral communication skills.
  • Knowledgeable with authoring tools and MS Office to support learning.
  • Someone with a strong work ethic who leads by example - you work hard, play hard and expect nothing less from those around them.
  • Someone who is not afraid to ask others for help when needed.
  • Not territorial or worried about looking good but would rather everyone look good together.
  • Flexible to work at different times in order to run this operation.
  • You will be measured on :

  • The two metrics that matter the most - Employee and Customer Satisfaction.
  • World-class service as demonstrated by the Contact Centre having amazing Customer Satisfaction scores.
  • Effective and engaging training sessions and training material as evaluated by our Customer Service Heroes.
  • Leadership and ability to ensure our team is at the heart of our incentive and recognition programs as measured by high employee
  • satisfaction, low absenteeism, turnover, etc.

  • Commitment to team as measured by leader and peer compliments
  • We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.

    Go ahead and expect a lot you deserve it.

    We offer :

  • Competitive salaries, with potential for an annual raise and bonus
  • Pension and savings programs, with company-matched RRSP contributions
  • Generous time away, including vacation and personal needs days
  • Paid volunteer days and company matching on charitable donations
  • Educational resources, tuition assistance, and paid time off to study for exams
  • Two annual wellness campaigns participants earn up to $300 each year to spend on almost anything supporting health and work-life balance (think things like spa days, daycare, pet grooming)
  • An unlimited employee referral bonus program
  • Flexible work schedule
  • Discounts on products and services
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