About Westgate Resorts
Westgate Resorts provides a diverse range of vacation experiences. From sandy beaches on the Atlantic Ocean to snow-covered Utah mountains, families can affordably experience the country's most desirable vacation destinations. A world leader in the timeshare and hospitality industry, Westgate has resorts in Florida, Tennessee, South Carolina, Missouri, Utah, Nevada, and Arizona. Westgate meets every vacation expectation, for every family, for every budget. As we continue growing, we will continue offering the best and most-affordable vacation options out there!

Responsible for maintaining the standards of the Call Center's talent by providing comprehensive training at the start of employment and continuing throughout employment. The Specialty Marketing Trainer will work closely with the Manager and other department heads to determine areas for employee improvement. Responsible for developing training courses for new and existing employees and establishing methods to track employee performance after completion of trainings.

To perform this job successfully, an individual must be able to perform each essential duties and responsibilities satisfactorily. Additionally, the person must possess and adhere to the following core company values:

• Integrity
• Passion
• Work Ethic

Essential Duties and Responsivities 

• Prepare and provide on premise and/or virtual training for new hire and existing staff.
• Develop educational materials, such as digital presentations, videos, instructional videos, how-to manuals as well as knowledge base evaluations.
• Trains and educates staff on standard protocols and customer service best practice. Delivers new and ongoing training using the most up-to-date information as needed.
• Continuously monitors department processes and recommends new and innovative ideas for service improvement to management. This also includes feedback regarding protocols, manuals, documentation, abstracts, and summaries to ensure they are clear, concise, complete, correct and easily understood.
• Analyzes the effectiveness of training and develops ways to monitor and complete knowledge checks to guarantee preparedness for handling customer phone interactions.
• Create a positive and engaging virtual learning environment.
• Assemble and distribute training/course materials and teaching aids.
• Ensure the compliance of the company's employees to cooperate with standards and procedures during training sessions.
• Escalates training and performance concerns to the Manager if staff does not meet performance standards.
• Maintain awareness of and actively participates in the Corporate Compliance Program.
• Provides queue coverage as needed. This includes taking calls for 2 days per month in order to stay current with phone interaction trends.
• Assist with other projects as assigned by management.
• New-Hire Training for Customer Service
• The role requires extensive travel both in state and out of state.
• Create Weekly Meeting Materials and presentations
• Update Lifeline with any updates and/or changes
• Step up as Supervisor when needed.

Experience:

• Two years of training or teaching experience
• Two years of sales experience

Education & Certifications:

• Associate degree (A. A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Skills/Knowledge:

• Proficiency in all Microsoft Office programs
• Create training contents, cheat sheets and modules
• Ability to adapt, inspire and invent ways to accommodate different learning needs
• Excellent interpersonal, verbal, and written communications skills
• Detail-oriented
• Intermediate Microsoft Office skills
• Ability to create, develop, and implement training programs
• Ability to interact with all levels of management
• Familiarity with interactive learning activities
• Positive attitude and ability to work well with others
• Enjoy working in a fast-paced environment while maintaining a professional attitude
• Ability to work independently and finish tasks with minimal supervision
• Limited restrictions on availability, must be able to work weekends and holidays

Supervisory Responsivities 

Directly supervises team of 5 to 10 trainees or existing Team Members and carries out responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include, but are not limited to, training, planning, assigning, and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hand to finger; talk or hear.  Requires frequent use of computer keyboard- typing required and computer mouse.

Langugee Skills
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.