Customer Service Training Specialist - Specialty Equipment

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow. At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best. The Specialty Equipment division is looking for a Customer Service Training Specialistto join their team. This individual will be a key member of the team responsible for the training and quality assurance in our 40-person Customer Contact Center. The Contact Center is responsible for inbound & outbound calls, e-mails and document processing work. https://www.greatamericaninsurancegroup.com/about-us/business-operations/division/specialty-equipment The position will work from our Bellevue, WA office and has hybrid and remote options available based on availability. A candidate with strong creativity, attention to detail, and organizational skills will be essential in delivering impactful training programs, supporting quality assurance initiatives, and providing consistent, constructive feedback to peers. Essential Job Functions and Responsibilities

• You will be a part of a team that is responsible for departmental training of new team members, providing corrective training, and new program training for existing staff.
• Assist with the updating of current training materials and helping to develop new training materials to support the latest programs and/or new clients, as necessary.
• Proficiency with systems and a willingness to learn new technologies.
• Ability to analyze data and trends to collaborate on making recommendations to continuously improve internal processes, standards, and learning and development solutions.
• Works within guidance to arrange and prioritize activities to efficiently meet business objectives, while focusing on continuous process improvement.
• Assess and evaluates current team members' capabilities and training needs to identify skill gaps and areas for improvement.
• Quality Assurance: support the call and document audit processes to confirm we are meeting our quality standards.
• Partner with supervisor/manager team on performance and coaching of staff.
• Manage confidential information professionally.
• Supports and promotes a continuous learning culture.
• Support the Customer Contact Center, as needed.
• Handle inbound customer calls, providing answers and resolving issues
• Place outbound calls to insurance agents and brokers to verify information
• Respond to email inquiries and information requests
• Enter data into the insurance tracking system
• Develop product knowledge to effectively communicate features and benefits
• Perform other Duties as assigned.

Job Requirements

• High School Diploma or equivalent experience.
• 1 or more years of training, teaching, and/or presentation related experience.
• Excellent written & verbal communication skills.
• Proficient keyboard skills with a typing speed of 40+ WPM.

Business Unit: Specialty Equipment Salary Range: $24.71 -$33.94 Benefits: Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs. We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees. Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process. Apply tot his job Apply To this Job