Trainer

Our Commitment to You
At Consumer Cellular, recruiting is human. Every application is reviewed by a real member of our Talent Acquisition team because we believe the people behind the résumé matter just as much as what's on it.
All official communication from Consumer Cellular will come from a @consumercellular.com email address or through our verified texting platform, which will only be used to schedule interviews. We will never ask for personal and financial information during the recruiting process. If you receive outreach that doesn't match these criteria, please do not engage and feel free to verify directly at [email protected]. 

Job Summary
The ideal candidate will be a confident public speaker and a devoted educator who is up-to-date on the latest tools and resources needed to improve employee training and performance. The position requires managing and training new Customer Service Representatives. The Trainer may manage a team and be responsible for the team’s metrics for extended periods of time based on the company’s needs. The position requires assisting with class material delivery and development, understanding of adult learning principles, and assessing the retention of content by trainees. Other duties will include assisting with the onboarding of new agents, including system set up and evaluation of performance and reviews. This position requires the Trainer to work closely with all training staff, recruiting staff and site leadership to create the most positive and supportive training environment possible resulting in a high graduation rate and employee retention rate.

Responsibilities

• Manage and train new Customer Service Representatives and manage performance.
• Organize, direct, and monitor the daily activities of Customer Service Representatives.
• Answer questions from team members and provide suggestions as appropriate.
• Manage timecards, performance reviews, documentation of feedback, and maintain records of requests and complaints.
• Manage workers and resolve grievances; if needed, escalate to management for assistance.
• Build strong, high-performing teams that enjoy fun and competition while striving to meet/exceed performance metrics.
• Identify areas of opportunity and provide feedback to those impacted.
• Maintain thorough knowledge and expertise in all offered products and services.
• Provide service courteously, accurately, and efficiently to team members, co-workers, and customers.
• Facilitate effective training by utilizing all adult learning principles to create an environment of maximum content retention.
• Any additional tasks/projects as assigned by the management team.

%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3EMinimum Qualifications (Education, Experience, Skills)%3C/u%3E%3C/strong%3E%3C/span%3E%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EClassroom/job training facilitation experience%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E2 years training facilitation experience%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E2+ years in high-volume customer support%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ECurriculum design experience preferred%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ESkilled in the use of Microsoft Office, especially Excel%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EHighly technical in billing and device support%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to multitask%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to prioritize assigned tasks%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EStrong work ethic%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAttention to detail%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ETechnically proficient%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EStrong communication skills%3C/span%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EVerbal and nonverbal communication skills%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to effectively communicate to the customer, verbally and written%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EPossess the ability to communicate over the phone with agents in a professional yet, assertive manner%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAble to communicate well in both one on one and in group settings%3C/span%3E%3C/li%3E%3C/ul%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EDependable – good attendance history%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EOpen to delivering and receiving feedback%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EStrong relationship building skills%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EBe able to adapt to change%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to pick up on verbal cues when training agents and understanding of when follow-up questions are needed%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EConduct yourself in a professional manner with agents and fellow employees%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAbility to manage multiple tasks at once%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ETime Management - prioritization%3C/span%3E%26nbsp;%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3EAbout Consumer Cellular%3C/u%3E%3C/strong%3E%3C/span%3E%3Cbr%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFounded in 1995, Consumer Cellular is the first wireless provider unapologetically built for Americans 50+. An approved wireless partner of AARP, Consumer Cellular is trusted by more than 4 million subscribers for affordable plans, popular phones and devices, and great nationwide coverage, all backed by top-rated, 100% U.S. based customer support. Based in Scottsdale, AZ, with 3,000 employees in company locations throughout the U.S., Consumer Cellular has earned recognition as the most awarded wireless brand for customer service. The company has been honored as #1 in customer service in its industry numerous times and, in 2024, ranked #1 in network coverage and customer satisfaction among wireless carriers by %3C/span%3E%3Ca href=%22https%5C://theacsi.org/%22 target=%22_blank%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EAmerican Customer Satisfaction Index (ACSI)%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E. %26nbsp;Additionally, the company has been featured 12 times on the Inc. 5000 list of the fastest-growing privately held U.S. companies. Consumer Cellular phones, devices and plans are available nationwide through our company-owned neighborhood stores, online at %3C/span%3E%3Ca href=%22https%5C://www.consumercellular.com%22 target=%22_blank%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EConsumerCellular.com%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, by phone at (888) 345-5509, and at leading retailers including Walmart. Connect with Consumer Cellular on %3C/span%3E%3Ca href=%22https%5C://www.facebook.com/consumercellular/%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFacebook%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, %3C/span%3E%3Ca href=%22https%5C://www.instagram.com/consumer_cellular/?hl=en%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EInstagram%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E, and %3C/span%3E%3Ca href=%22https%5C://www.youtube.com/user/consumercellular%22 target=%22_blank%22 rel=%22noopener%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EYoutube%3C/span%3E%3C/a%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E for tutorials, features, applications, and company news.%3C/span%3E%26nbsp;%3C/p%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22color%5C:#f26631;font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3E%3Cu%3EPay %26amp; Benefits Data (in accordance with the Equal Pay and Opportunities Act)%3C/u%3E%3C/strong%3E%3C/span%3E%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMinimum Salary%5C: %2455,125.00%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMaximum Salary%5C: %2471,663.00%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EThis information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. Our Talent Acquisition team are able to answer any additional questions you may have as you move through the selection process. As part of our Total Rewards package, Consumer Cellular, Inc. offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, and emotional wellbeing.%3C/span%3E%26nbsp;%3C/p%3E%3Cul%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ECompetitive base pay with potential for shift differential, overtime and bonus pay%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EMedical insurance (98% company-paid for full-time employee only coverage)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EDental and Vision insurance (100% company-paid for full-time employee only coverage)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E401(k) company match of 100% up to 6% of your pay%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EDiscounted Consumer Cellular wireless phone plan for employees%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EPaid Time Off (PTO) available following a 30-day waiting period*%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E6 company-paid holidays plus 16 hours of floating holiday accrual per year%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EFlexible Spending Accounts (FSA) for health care and dependent care expenses%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ELife and AD%26amp;D insurance equal to 1x your annual earnings (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3ELong-Term Disability insurance (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEmployee Assistance Program (100% company-paid)%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEducation reimbursement%3C/span%3E%3C/li%3E%3Cli%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3EEmployee rewards program%3C/span%3E%3C/li%3E%3C/ul%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E%3Ci%3E*Accrue up to 40 hours in 1st year for hourly positions and up to 120 hours for salaried positions.%3C/i%3E%26nbsp;%3C/span%3E%3C/p%3E%3Cp style=%22font-family%5C:Arial;%22%3E%3Cbr%3E%3Cspan style=%22font-family%5C:Calibri;font-size%5C:large;%22%3E%3Cstrong%3EPre-employment background check and drug screen is required.%3C/strong%3E%3C/span%3E%26nbsp;%3C/p%3E Consumer Cellular is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any status/classification deemed illegal to consider under local, state or federal law. Consumer Cellular is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected].