Training Specialist

Milwaukee, WI

Full Time

Customer Care

Mid Level

Our Story:
Crisis Prevention Institute Inc. is the worldwide leader in evidence-based de-escalation and crisis prevention training, and dementia care services. Since 1980, we’ve helped train more than 15 million people within service-oriented industries including education, healthcare, behavioral health, long-term care, human services, security, corrections, corporate, and retail.

At CPI, we are dedicated to changing behaviors and reducing conflict for the Care, Welfare, Safety, and Security^SMof everyone. We believe in the power of empathy, compassion, and meaningful connections. We believe personal safety and security are the antidotes to fear and anxiety. It’s a philosophy that is central to everything we do, and traces back to our beginning. It is what defines and differentiates us, and informs our core beliefs.

As a member of the team, you can expect to:

Make a difference through your work – You’ll be proud to tell your family and friends about what you do.
Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.
Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

The Role:

The Training Specialist is accountable for training new and experienced Customer Care employees; and is responsible for developing and maintaining service-related resources stored within our Knowledge Management Systems (KMS). This role is a subject matter expert for policies, processes and systems used within Customer Care. This position will identify content requirements, develop, and maintain curriculum, leverage KMS resources and technologies, and regularly deliver in-person and virtual training. The Training Specialist will support change management to deliver high levels of quality and efficiency, while soliciting feedback to evaluate and improve training prosses and documentation.

What You Get To Do Everyday:

Identify training and development needs associated with the introduction of new policies, procedures, and systems via employee feedback.
Build and maintain training curriculum, materials, and reference documents.
Deliver in-person and virtual training in a way that captures and holds audience attention, ensures full understanding, and presents content in different ways to drive retention.
Use quality assessments, Calabrio reporting, personal observation, surveys, and feedback to identify continuous improvement opportunities.
Develop and facilitate multi-functional KMS processes used to coordinate the authoring, publishing and maintenance of policies and procedures, product and training documentation and other information assets.
Partner with subject matter experts, trainers and other stakeholders as needed to develop and maintain KMS content.
Collaborate with marketing and Technology Services to enssure KMS content is easily discovered, easy to use, and follows departmental and CPI style guides to ensure consistency and effectiveness.
Address core needs of international markets with both internal and external customers.
Support agents, customers, and management with quality assessments.
Perform other position-related duties as assigned.

You Need to Have:

Associate degree or equivalent work experience in a Customer Care environment
Experience working in operations or customer support
Knowledge of Word, Excel, and PowerPoint
Strong written and verbal communication skills
Strong collaboration skills and project management experience
Positive attitude, high-energy
Well-developed interpersonal skills

We'd Love to See:

Experience using Microsoft Dynamics or other Knowledge Management systems

What We Offer:

$55,000 - $65,000 annual salary
Annual company performance bonus
Comprehensive benefits package
401k
PTO
Health & Wellness Days
Paid Volunteer Time Off
Continuing education and training
Hybrid work schedule

Crisis Prevention Institute is an Equal Opportunity Employer that does not discriminate against any applicant or employee on the basis of age, race, color, ethnicity, national origin, citizenship, religion, creed, sex, sexual orientation, gender, gender identity, or expression (including against any individual that is transitioning, has transitioned, or is perceived to be transitioning), marital status or civil partnership/union status, physical or mental disability, medical condition, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state, or local law. The Company will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, and general treatment during employment.

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Please review our open positions and apply to the positions that match your qualifications.

Make a difference through your work – You’ll be proud to tell your family and friends about what you do.

Gain significant career experience only obtained within a fast-growing organization – Entry-level roles through executive leadership.

Feel fulfilled and have fun – We work hard but make the time to build meaningful relationships and celebrate the wins.

Training Specialist

Apply for this position