Direct Sales and Customer Loyalty Trainer

We are looking for a motivating and experienced Sales Trainer to join our team. This position is tasked with developing our sales team through motivating training sessions, educational materials, and coaching methodologies.

**The main purpose of the job is to**:

- Conduct new hire training for Direct Sales, Customer Loyalty
- Refresher Training on products, procedures and process.
- Quality Assurance and role playing to improve skillsets on the phones.
- Conduct refresher training for reps coming back from leave.
- Deliver new product rollout, competitor refresher, new processes as per business needs.
- Deploy assessment for user experience and program effectiveness.

**Key Areas of Responsibilities**:

- Develop and execute training programs for sales team members.
- Create educational materials, such as presentations, sales scripts, and case studies.
- Identify individual and team training needs through surveys, interviews, sales results, and customer feedback.
- Conducting skills gap analyses by working closely with Sales agents to identify challenges they face on-the-job and recommend ways to increase productivity.
- Conduct role-playing activities to develop interpersonal skills (e.g., negotiation, teamwork, and persuasion).
- Provide end of class training evaluation for new hires to Team Leaders/Managers
- Conduct new product training.
- Design effective training programs and maintain updating training manuals including processes.
- Work with the Workforce Planner in the scheduling of training sessions and notify all relevant parties.
- Assisting with recruitment, and maintain a real world experience and build credibility by taking calls in Sales and Loyalty

**Quality Assurance**:

- Conduct call quality for Sales and Customer Loyalty.
- Make recommendations based on observations to improve skillsets (i.e. Role playing, Objection handling approaches, Processes, CareMaster Navigation, etc.)
- Contribute ideas of best practices and job aids to use on calls.
- Assist with conducting needs assessments on an ongoing basis.

**Job Knowledge, Skills & Experience**

**Technical Skills**
- Proven experience as a Sales Trainer (preferred)
- Knowledge of Instructional Design and LMS (an asset)
- Strong understanding of Direct Sales and Customer Loyalty tools and metrics
- Strong leadership and coaching skills
- Strong Sales, Customer Service & Negotiation skills

**General Skills and Knowledge**
- Customer Focus (Internal and External)
- Detail oriented and highly analytical.
- Bilingual (an asset) - both written and verbal communication
- Excellent communication skills - both written and verbal to communicate effectively with staff and management.
- Good time management skills and able to manage multiple priorities.
- Strong organizational and team management abilities.
- Hands-on, action-oriented approach with a demonstrated ability to execute independently.
- Quality decision making skills.
- Training experience and effective teaching methodologies and tools (an asset)
- Work off-peak and flexible hours if necessary and only with notice and agreement.
- Proficient with Microsoft Office Tools
- Knowledge of sales processes, techniques, and standards.

**Education**:

- Post-secondary education from college or university. Preferences will be given to certifications in business administration, adult training or in related fields.

**Work Experience**:

- At least 2 years of experience in Sales and Customer Service
- Experience working with internal stakeholders to understand their needs and support their training and coaching needs.
- At least 2 years of experience in any Leader / Trainer or Coaching role