Wendy's International
Specialist - Customer Care Training & Technology
Wendy's International, Dublin, Ohio, United States, 43016
Overview
The Customer Care Training & Technology Specialist plays a critical role in optimizing the Customer Care team's experience and effectiveness. This position is responsible for developing and delivering training programs to improve the skills of customer experience specialists. This includes creating training materials, conducting sessions, assessing performance and providing ongoing support to ensure customer experience specialists can effectively handle customer interactions and resolve issues. The Training and Technology Specialist will also manage knowledge systems and work with Customer Care leadership to ensure technology platforms meet evolving business requirements. The role serves as a key collaborator with and connector between Customer Care operations, third-party partners, cross-functional partners, and vendor teams; ensuring alignment, innovation, and consistent execution of brand standards across systems and processes.
Responsibilities
Collaborate with QA, data analytics, and Customer Care operations to assess training needs and prioritize content areas. Monitor and troubleshoot Customer Care technologies, including CRM platform, phone systems, and social listening tools. Develop and deliver training materials and programs, leading both live and train-the-trainer sessions for internal and third-party teams. Manage and maintain the internal knowledge base, ensuring accuracy, accessibility, and relevance. Collaborate with internal teams and vendors on the design and implementation of new tools, processes, integrations, or features. Proactively explore and propose system improvements or upgrades to support business growth and innovation.
What we expect from you
Bachelor's Degree or equivalent experience; B.A. in Business, Communications, Technology, Data Analytics, Computer Science, or related field is preferred. 3-5 years of experience in customer care, training, or systems management. Proven ability to create and deliver impactful training programs. Experience with Customer Care platforms, including Sprinklr, Cisco, etc. Strong organizational skills with experience managing knowledgebase systems. Excellent collaboration and written and verbal communication skills with the ability to influence across departments and vendors.
Work location
Expected Work Location (In Office): It is expected that you will primarily perform work at the Wendy's Restaurant Support Center (1 Dave Thomas Blvd, Dublin, OH 43017), as designated by the Company. You are required to work in the office at least 4 days a week.
Pay and Benefits
The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate's job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. The target annual bonus for this role is 7.5% of annualized base salary, based on actual company and personal performance. Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings. For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com. NOTE: Wendy's benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy's benefits, bonus, and other incentives. Wendy's retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws. Education:
High School Diploma/GED Travel:
5% Pay Range:
$25 - $42 Hr.
Equal Opportunity
Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.
Apply
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The Customer Care Training & Technology Specialist plays a critical role in optimizing the Customer Care team's experience and effectiveness. This position is responsible for developing and delivering training programs to improve the skills of customer experience specialists. This includes creating training materials, conducting sessions, assessing performance and providing ongoing support to ensure customer experience specialists can effectively handle customer interactions and resolve issues. The Training and Technology Specialist will also manage knowledge systems and work with Customer Care leadership to ensure technology platforms meet evolving business requirements. The role serves as a key collaborator with and connector between Customer Care operations, third-party partners, cross-functional partners, and vendor teams; ensuring alignment, innovation, and consistent execution of brand standards across systems and processes.
Responsibilities
Collaborate with QA, data analytics, and Customer Care operations to assess training needs and prioritize content areas. Monitor and troubleshoot Customer Care technologies, including CRM platform, phone systems, and social listening tools. Develop and deliver training materials and programs, leading both live and train-the-trainer sessions for internal and third-party teams. Manage and maintain the internal knowledge base, ensuring accuracy, accessibility, and relevance. Collaborate with internal teams and vendors on the design and implementation of new tools, processes, integrations, or features. Proactively explore and propose system improvements or upgrades to support business growth and innovation.
What we expect from you
Bachelor's Degree or equivalent experience; B.A. in Business, Communications, Technology, Data Analytics, Computer Science, or related field is preferred. 3-5 years of experience in customer care, training, or systems management. Proven ability to create and deliver impactful training programs. Experience with Customer Care platforms, including Sprinklr, Cisco, etc. Strong organizational skills with experience managing knowledgebase systems. Excellent collaboration and written and verbal communication skills with the ability to influence across departments and vendors.
Work location
Expected Work Location (In Office): It is expected that you will primarily perform work at the Wendy's Restaurant Support Center (1 Dave Thomas Blvd, Dublin, OH 43017), as designated by the Company. You are required to work in the office at least 4 days a week.
Pay and Benefits
The base pay range for this position is listed below. The base pay actually offered will take into account internal equity and budget for the open position and also may vary depending on the candidate's job-related knowledge, skills, and experience, among other relevant factors. This range does not include an estimated value for any benefits, bonus, or other incentives that may be applicable based on position. The target annual bonus for this role is 7.5% of annualized base salary, based on actual company and personal performance. Our square burgers make us different and so do our benefits! Our restaurant support roles are eligible for a wide array of benefits, including things such as parental leave, free EAP sessions, company 401k match and other great offerings. For more details about our benefits, including an overview of eligibility and terms for certain benefits, please visit our benefits website, www.wendysbenefits.com. NOTE: Wendy's benefits, bonus, and other incentives are governed by the applicable legal plans and policies and, where appropriate, may be subject to Board approval an individual award agreement terms. Those documents supersede all other information regarding Wendy's benefits, bonus, and other incentives. Wendy's retains the right to amend or terminate its plans and policies at its sole discretion, in accordance with applicable plans, policies and laws. Education:
High School Diploma/GED Travel:
5% Pay Range:
$25 - $42 Hr.
Equal Opportunity
Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.
Apply
Apply Now
#J-18808-Ljbffr