Contractor - Coach

Job Description:
1. Provide support to new agents in Core training classes in any of the following coaching segments: tenured call observations, side-by-sides, on deck, or
anchor. Address their questions and guide them through phone expectations, CRM skills, and system navigation.
2. Model professionalism, patience, and adaptability to new agents. Share best practices and business-approved resources to ensure they are well-
prepared and successful upon launch.
3. Take client calls during designated times to stay current with department call standards and processes. Provide exceptional client service through strong
interpersonal and client relationship management (CRM) skills.
4. Partner with trainer on classroom management, including taking attendance and leading huddles. Demonstrate call-taking techniques and navigation
skills in front of the training class, followed by a regular debrief to address questions. Handle escalated calls learners are unable to contain.
5. Demonstrate independence and resourcefulness in following standardized procedures, utilizing multiple resources to find answers and resolutions to
meet client needs and department efficiency metrics. Serve as the initial point of contact for clients, follow standardized procedures to meet their needs,
and conduct research for complex requests.
6. Document client and team feedback in support of service improvement efforts within the business. Use a consultative approach to position products and
services to clients.
7. Perform other duties as assigned.