Job Description

The PowerSeller/Stores Department Specific Trainer (DST) is acknowledged as a technical /content expert in the PowerSeller (P/S) Stores workgroup who has received additional training in the design, development and delivery of training. The P/S Stores DST will work collaboratively with Training & Development to produce, maintain and administer all aspects of the department specific training process for the P/S Stores team.

Responsibilities

Specific training responsibilities will include:

• Collaborating with Training & Development on the design, development, evaluation and maintenance of department specific training programs.

• Working up to 40% of the time in the queue to stay current with departmental policy, workflow, content, etc.

• Administering department-specific training programs, which includes the scheduling, set up, communication, delivery, evaluation and tracking of courses.

• Attending regularly-scheduled Quality calibrations to obtain feedback on the effectiveness of the training programs and to capture findings and learnings that can improve the effectiveness of department specific training programs.

• Collaborating with Training & Development, Operations Supervisors and Quality to evolve the quality and consistency of department specific training programs.

In addition to training responsibilities, the PowerSeller DST will dedicate 40% of their time performing Customer Support Rep duties in PowerSeller Stores. These duties will include:

• Answer phone inquiries from PowerSellers and Store owners.

• Listen to member concerns and answer questions.

• Provide feedback on policy changes.

• Work with the PowerSeller / Store Owner to keep the account in good standing.

• Work with internal departments to resolve PowerSeller / Store issues.

• Be an advocate and ensure satisfaction of the PowerSeller / Stores group.

• Record PowerSeller / Store suggestions and pass on to appropriate person when necessary. • Promote features and benefits of different eBay products.

• Answer email inquiries from the PowerSeller / Store queues and back up other general support queues.

Experience Required

• Skilled in providing positive and constructive feedback at individual levels and in coaching overall performance.

• Previous experience with group and individual facilitation.

• Experience in project planning and design and the ability to evaluate training programs.

• Able to work well under pressure and meet demanding deadlines.

• Strong working knowledge of Microsoft Office.

• Flexibility, willingness to grow and change with the needs of the Seller Support organization.

• Ability to work well with other teams/departments

• Must maintain a positive attitude, the ability to work well with others and the ability to meet and overcome challenges.

• Demonstrates a high level of initiative in regards to resolving problems and multi-tasking, with minimal or no supervision.

• Excellent record of sustained customer service; meeting and/or exceeding current metric standards in productivity, quality and professionalism.

• Must be self-motivated and able to work autonomously while demonstrating the ability to solve problems and provide solutions in creative and effective ways.

• Skilled at receiving feedback and implementing recommendations for continuous improvement.

• Excellent written and verbal communication skills.

As part of the interview process, applicant will be required to present prepared materials.

To apply, please follow the below steps:

1. Go to www.ebaycareers.com

2. Click on Search North American Jobs.

3. To apply for the position click on Search openings.

4. In the Requisition No. box, type in 19578 and click on the Search button