Job Details
**Trainer Dispatch & Customer Service**
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**Location:** Jersey Village, TX, US, 77040 *****Company Overview*****
*Founded in 1906, over the last 110+ years' CEMEX has grown into a global building materials company that provides high quality products and reliable service to customers and communities throughout the Americas, Europe, Africa, the Middle East, and Asia. Here at CEMEX we offer our employees competitive wages, career growth, excellent benefits including health, dental & vision plans, vacation or paid time off, employee assistance program and retirement plan options, along with over a century of stability to build your next career on! To learn more about our company culture and why you should join us, visit us at . For direct access to CEMEX Career Opportunities, visit us at .*
****Job Summary****
This positio will train and support the Customer Service Representatives, Digital Clerks and Dispatchers in our local dispatch center. This position will develop each representatives skills to successfully address and meet our customers needs.
****Job Responsibilities****
* Listen to recorded phone calls on a daily basis to identify opportunities and successes
* Supervise and facilitate on the job coaching
* Supervise and meet with CSRs, Digital Clerks and Supervisors on a monthly basis to coach and evaluate performance
* Train all new hires on Cemexs processes and standards
* Work with Cemexs Customer Experience Group to develop educational material for training purposes
* Train CSRs in the scope of negotiation and problem-solving skills
* Develop best practices when training CSRs on tough conversations
* Involvement in the NPS surveys as well as logging customer complaints in the CRM system
* Develop and Supervise the training of all dispatch personnel as needed or requested by the Dispatch Manager
* Oversees employees interaction with customers on a daily basis
****Qualifications****
* Bachelor Degree Preferred
* Professional Certification
* 3 years or more in dispatch or call center environment strongly encouraged
****Knowledge, Skills, and Abilities****
* Skilled in Command and Five 9 Phone system. Word and Excel knowledge are encouraged.
* Able to handle different personalities and successfully coach in areas where individuals are lacking
* Handles stressful situations well. Puts the customers needs first.
****Physical Requirements****
* Requires walking, sitting, lifting, pushing, pulling, and climbing to a significant degree
* Exerting up to 20 pounds of force occasionally, and/or a negligible amount of force frequently.
* Job involves sitting most of the time, but also involves walking or standing for brief periods of time
* While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees/visitors
CEMEX is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of race, color, religion, religious creed, sex, sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, medical condition, genetic information, marital or familial status, military or veteran status, or any other characteristic protected by under federal, state or local law in the programs or activities which it operates.
CEMEX will consider for employment qualified applicants with criminal histories in a manner consistent with all local, state and federal laws.
CEMEX is an E-Verify participating employer.
Arizona Smoke-Free Act. CEMEX complies with the State of Arizonas Smoke-Free Act (Arizona Revised Statutes 36-601.01). Smoking and/or the use of tobacco or related products is prohibited in and on CEMEX property as well as any building and/or vehicle owned or leased by CEMEX.
CEMEX offers both competitive pay and benefits. Benefits applicable to this position may include, but are not limited to, medical, dental, vision, 401(k), Paid Time Off, and Holiday Pay, as well as a comprehensive wellness program to help keep employees and their families healthy and well. You can learn more about CEMEX Benefits by visiting the CEMEX USA Benefits and Well-Being page. (
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