Description

JOB TITLE: Customer Care Trainer

LOCATION: Las Vegas, Nevada

Reporting to: Learning & Development Manager

Who We Are:

Sunbit builds financial technology for real life. Our technology eases the stress of paying for life’s expenses by giving people more options on how and when they pay. Founded in 2016, Sunbit offers a next-generation, no-fee credit card that can be managed through a powerful mobile app, as well as a point-of-sale payment option available at more than 20,000 service locations, including 1 in 3 auto dealerships, optical practices, dentist offices, veterinary clinics, and specialty healthcare services. By introducing a flexible way to pay over time, we are proud of our ability to lift up service providers and retailers while helping consumers when necessary expenses arise... regardless of whether they were expected or unexpected. Sunbit was included on the 2022 Inc. 5000 list. The financial technology company has also been named as a Most Loved Workplace®, Best Point of Sale Company, and as a Top Fintech Startup by CB Insights. We use cutting-edge innovations in financial technology to bring leading data and features that allow individuals to be qualified instantly, making purchases at the point-of-sale fast, fair, and easy for consumers from all walks of life. We create value focused on our core values; we work tirelessly to ensure that Sunbit becomes available to everyone, everywhere.

The Role:

We are seeking an organized and experienced Trainer for our Las Vegas call center to design and develop training material, organize training sessions, and deliver training programs to all employees. As a Trainer, you are the first to welcome and reinforce Sunbit’s culture to new employees. It is important to be positive, professional, enthusiastic, patient, and team-oriented. The Trainer will be responsible for evaluating our needs and current practices, providing updates and details on new/existing products, and educating the team on system use and policies/processes, with customer service at the forefront. Our team members count on us to provide knowledge and continuous education to help them be successful in their roles. Our partners in different departments across the organization rely on us to deliver effective training to drive the business forward.

Requirements

What you’ll be doing:

• Develop, refine, and facilitate impactful training for new and current employees and leaders, leading them to optimal performance
• Regularly conduct onsite and remote training sessions for the call center teams
• Assist in the design of training materials to bridge any gaps between understanding and execution
• Work closely with managers and collaborate with stakeholders to ensure learning content and information are accurate and updated to meet the current and future needs of the organization
• Maintain a high level of knowledge and proficiency in company products and processes
• Conduct observations on new hire and tenured employees, providing coaching and feedback to reinforce good behaviors and drive performance improvement
• Lead behavioral conversations with employees and document thoroughly when needed
• Create a culture of trust, collaboration, communication, and respect
• All other responsibilities assigned by management
• Continuously evaluate the effectiveness of training programs and make improvements based on employee feedback and performance metrics
• Support change management efforts by ensuring teams are trained effectively on new initiatives, tools, and workflows
• Represent the training team in cross-functional meetings and contribute to strategic planning for employee development

What you Bring to the Table:

• 2+ years of prior experience as a trainer and/or supporting a training department
• 2+ years of prior call center experience preferred
• 2+ years of supervisor, manager, human resources, and/or talent acquisition experience is a plus
• Experience with training tools and content creation/design tools such as Zoom, Microsoft, and/or Google Suites, and Workramp LMS is a plus
• Strong communication, presentation, and facilitation skills with a passion for helping others succeed

The Perks:

• Join one of LA’s fastest growing startups (2023), A Most Loved Workplace, #576 on the 2023 Inc 5000 list, and Forbes Fintech 50 (2024)
• Mission driven + empowered + collaborative
• Competitive pay and stock options
• Unlimited PTO
• Health Insurance options including Medical, Dental, Vision, Life, EAP, FSA, & Maternity Leave
• Newly added HSA and Pet Insurance
• 401K Plan with Matching
• Cell Phone Stipend
• Casual Dress
• Open door policy / Open office floor plan
• Team based strategic planning + Team owned deliverables

Core Competencies for Success in Role:

• Serve others before self - Prioritize the needs of our dental practices and their patients, ensuring that our services provide real value and support.
• Own the impact - Take full responsibility for the growth and success of your accounts, actively seeking opportunities to drive Sunbit’s usage and addressing any challenges proactively.
• Connect genuinely - Build and maintain strong relationships with key stakeholders - dentists, decision makers, and office managers to understand their goals and provide effective solutions.
• Act fast - Respond promptly to our partners and internal team members to maintain momentum, resolve issues quickly, and seize opportunities as they arise.
• Include always - Collaborate closely with the operations team and other departments, fostering a welcoming environment.
• Innovate for good - Utilize Sunbit’s financial technology to help dental practices offer flexible payment solutions, ultimately benefiting both the providers and their patients.