About Us:
We are a family-owned, internationally recognized commercial cleaning franchising company with over 35 years of experience in the industry. Our culture promotes open feedback, collaboration, and continuous learning, ensuring both client and franchisee satisfaction as well as employee satisfaction. We are proud to be an equal-opportunity employer, valuing diversity and inclusion across all aspects of our operations.
Salary Range: $80,000 - $85,000
Benefits Include:
- Generous employer contributions toward health and life insurance
- Affordable vision and dental insurance available
- 6% match on 401(k) contributions after 6 months
- Comprehensive PTO policy, allowing up to 1 full month off based on tenure
- Paid holiday schedule
- Paid parental leave program
- Childcare assistance program
- Frequent company-sponsored events (sporting events, BBQs, themed lunches)
- Community volunteering opportunities
- Education assistance program
Working Location: Hybrid (Office located in Pompano Beach, FL)
Key Responsibilities:
CRM Trainer Responsibilities:
- Training Program Development Create and maintain training materials such as presentations, manuals, and online resources.
- Training Delivery Plan and conduct engaging training sessions for employees and franchisees utilizing various instructional techniques.
- Assessment and Evaluation Evaluate training effectiveness and modify content based on feedback and results.
- Support and Documentation Develop and maintain user guides, FAQs, and comprehensive documentation.
- Collaboration Work closely with internal stakeholders to understand system changes and updates.
Product Support Responsibilities
- Troubleshooting Identify and analyze issues with hardware and software, including bugs and system failures.
- Providing Support Assist franchisees with product-related concerns and guide them through resolutions.
- Escalating Issues Report user concerns and technical issues to leadership.
- Training Conduct user training on company products, developing relevant materials as needed.
- Educating Inform franchisees about product functionalities and updates.
- Improving Processes Contribute to process improvement initiatives and develop effective customer support strategies.
- Documenting Optimize support documentation and manage a database of common inquiries.
Position Requirements
- Bachelor’s degree in computer science, Information Technology, Business Administration, or a related field.
- Certifications in CRM platforms Salesforce, HubSpot) or Product Support are advantageous.
- 3-5 years of experience in a Product Support role or as a CRM Trainer. Proven experience in training development and delivery for CRM platforms.
- Strong background in customer service and technical troubleshooting.
- Familiarity with CRM systems and business tools.
- Technical Proficiency Proficient in CRM platforms (Salesforce, ZOHO, HubSpot) and troubleshooting hardware/software issues.
- Training Skills Ability to develop and deliver training tailored to different learning styles.
- Analytical Skills Strong problem-solving skills with a focus on identifying root causes and implementing solutions.
- Communication Skills Excellent written and verbal communication; capable of simplifying complex technical concepts for non-technical users.
- Customer Orientation Proven track record of providing exceptional customer support and resolving issues effectively.
- Organizational Skills Ability to manage multiple priorities, meet project deadlines, and maintain accurate documentation.
- Adaptability Quick learner who stays updated with system changes and customer needs.
- Collaborative Mindset Strong team player who engages with stakeholders across departments.
- Attention to Detail Commitment to producing accurate and up-to-date documentation and training materials.
This role is vital for ensuring our customers and employees have the necessary tools and knowledge to utilize our CRM and products effectively, making the Product Support Specialist & CRM Trainer an integral part of our team.
