Teacher, Teaching Instructor, or Educator - Customer Service and Sales Training and Quality Assurance Supervisor

AllFilters.com, a 7-time recipient of the Inc. 5000 list of the fastest-growing private companies in America, is on the lookout for an experienced teacher or educator to join our team. This role involves hands-on learning of our customer service and sales tasks and processes, as well as creating or enhancing our training processes and successfully implementing them. While it's not typical for an e-commerce company to seek a teacher to train customer service and sales staff, we believe a skilled educator can learn anything and train anyone effectively. Industry or e-commerce experience isn't necessary; what matters is the ability to learn the ropes firsthand to provide superior training and outstanding quality assurance feedback. Company Overview

• Core Values: Honest, Ethical, and Positive.
• Mission: We provide a wide range of filtration products for both residential and industrial applications online. Our commitment is to offer exceptional customer service, the best value for enhancing quality of life, and to build trust through our quality manufacturing. We aim to deliver a user-friendly website with competitive pricing, reliable service, and prompt delivery. By utilizing the latest technology, we ensure secure and easy-to-use payment methods and account creation. We also offer automatic recurring billing for convenience, in-depth comparison features, and a website that is compatible across various devices. Our goal is to maintain an organized and well-structured company that meets all customer needs while fostering a positive, honest, and ethical work environment for our loyal and dedicated team members.
• Vision: To become the trusted source and leading supplier in the USA for innovative and cost-effective filtration solutions that enhance quality of life.

Compensation

• Rate: $30.00 per hour, with a guaranteed increase to $35.00 per hour after receiving three performance reviews with ratings of 3.0 or higher on a 0-4 scale.
• Full-Time Benefits: Comprehensive medical insurance, paid time off (PTO), holiday pay, and company-sponsored retirement plan.
• Part-Time Benefits: Company-sponsored retirement plan.

Hours

• Full-Time: 7 AM to 4 PM, Monday through Friday, including a mandatory one-hour lunch break.
• Part-Time: We are open to considering reduced part-time hours during the above business hours.
• Hours will be tracked using Time Doctor, a cloud-based employee time-tracking software.

Responsibilities

Teaching and Ongoing Training

• Customize training, retraining, or performance plans for each employee position and design group training.
• Make extensive use of AI coaching software to support the training of both new and existing employees.
• Deliver monthly performance reviews for every customer service and sales team representative.
• Establish a documentation system for verbal, chat, or written feedback and corrective actions.
• Foster a fair work environment by enforcing policies and written processes, recognizing high-performing employees, and addressing underperformance appropriately.
• Assist in hiring new sales and customer service employees.

Curriculum Development

• Conduct a comprehensive audit of the suite of tools and documents to assess the current training state.
• Present and implement management-approved suggestions for improving training materials, with a preference for a fully cloud-based toolset.
• Conduct ongoing assessments of the training curriculum to update it in response to changes in the business, product line, or processes.

Customer Service and Inside Sales Mastery

• Master all customer service and sales employee duties.
• Collaborate with team members to learn the customer service and sales tasks hands-on, which include:
• Answering inbound customer service and sales calls and chats.
• Resolving email tickets in the customer service software.
• Completing daily, weekly, and monthly reports.
• Serve as a backup customer service or inside sales representative during staff shortages after mastering these tasks.

Other Responsibilities

• Collaborate weekly with the sales manager to review and organize commercial customers and track their progress in CRM software.
• Monitor calls and tasks with Time Doctor.
• Learn the label-creation process relevant to the customer service team.

Qualifications

• Must align with the company’s culture and core values of honesty, ethics, and positivity.
• A bachelor’s degree in education or a related field.
• At least two years of full-time, professional teaching experience requiring a license, certificate, or credential.
• Strong communication skills, both written and oral, with the ability to adapt to diverse learning styles, including non-native English speakers.
• Responsible, professional, and a team player with high standards and attention to detail.
• Proficient in Google Workspace or Microsoft Office.
• Ability to learn and effectively use Google Workplace tools and CRM software.
• Demonstrated perseverance in receiving and delivering constructive feedback.
• High level of confidentiality and discernment.
• Exceptionally organized with excellent initiative skills.

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