Customer Service Representative - Training Administrator

Customer Service Representative - Training Administrator
london,

Job Description

Customer Service Representative - Part Time Position - London 

Responsibilities: 

General:

  • Monitor and reply in a timely manner to customer enquiries 
  • Respond to training enquiry phone-calls from customers and “not-yet-customers”
  • Ensure that the appropriate approval process is followed for new customers and work with distributors to confirm booking/payment for their customers.
  • Provide delegates with directions, guidance on laptop-requirements and assist them with their attendance logistics, such as visa letters etc.
  • Respond to training billing/invoice enquiries and liaise with sales team on discounts
  • Monitor and re-order stock of: brochures, pads, pens, USB-sticks etc.
  • Book logistics for flight-case transport to/from all courses held in other locations, and for movement of equipment between the Experience Centre and the Warehouse on a course-by-course basis.
  • Creation and update of a rolling “upcoming courses flyer” and course catalogue document. Distribute this to the sales teams. Sending of CPD invitations.
  • Training diary administration, and liaison with the Experience Centre Manager to ensure room and resource availability
  • Coordination of training requirements/reporting via the QTS programme

 

Online Tasks:

  • Create “sessions” and “enrolments” in the LCI database, as required for the LCI-online system to display instructor-led courses, ensuring that this is sync’d with the course calendar, upcoming-courses-flyer, and Experience Centre room-booking system.
  • Assist customers/staff with their registration and enrolments on LCI-Online
  • Ensure that LCI customer/staff registrations are in the correct learn-centre (USA/Int’l)
  • Daily check on online bookings to process all “Pending approval” requests, and to ensure that course capacity is not exceeded. Process “wait list” requests.
  • Upload and configuration of online course materials (created by the trainers/SMEs) to the LCI online site, and setup for display in the local learn-centre
  • Manage customer “buckets” in LCI online (to enable access to correct selection of online courses)
  • Manage customer “buckets” in myLutron (to enable access to appropriate software)
  • Ensure that the LCI database contains accurate names, contact-details, billing account details and training records for all delegates 
  • Use “ReportBuilder” to create reports: delegate list for each course (to share with the sales/CS team), rosters, reports on training-by-company / training-by-engineer etc. as required by the business
  • Manage NDA sign-offs for Tech Support Wiki access, and coordinate requests with CB (Quantum and myRoom LCSI customers only)

For each training course:

  • Contact delegates to confirm their bookings, to answer any queries and to fulfil the first Lutron principal, so that they enjoy a superior experience of attending training with Lutron. This will also cut-down on “no-shows”.
  • Book delegate accommodation (via Corp Traveller, after obtaining approval), send confirmations to delegates, and assist with their travel/hotel enquiries.
  • Manage last-minute postponements/cancellations/“no-show” delegates: rebooking, billing etc.
  • Order delegates’ lunches (taking into account any dietary requirements ascertained from the delegates during registration and subsequent follow-up, as above), and ensure well-stocked “snack” provisions.
  • Work with LCI-Online system to ensure invoices/credit-card payments are processed, taking into account any “special” rates requested by the sales team and/or free-accommodation etc.
  • Prepare training rooms: setup tables/chairs. Setup training equipment, stationery
  • Print or order course hand-outs / manuals
  • Print delegate name-cards
  • Ensure that USB give-aways contain correct and up-to-date course material/software, and duplicate these for each course
  • Make dinner bookings, including invitations to Lutron Sales and CS staff
  • Create certificates for each delegate that successfully completes training and assessment.
  • Follow-up online examinations (when available) with certificates

For CPDs (CEUs):

  • Register sessions/tours which attract CPD points with the relevant CPD points-provider (RIBA, CIBSE, CEDIA etc.). Note: these may be in-centre sessions or in-practice sessions and will require liaison with both the Trainer(s) and the Sales team who may present CPDs to architects, specifiers and designers.
  • For each CPD attendee at each CPD session: notify the points-provider of their attendance, generate and issue certificate

Qualifications: 

  • Degree Preferred not essential
  • Minimum 3 years experience in a similar role 
  • Excellent organisation skills 
  • Excellent communication skills 
  • European Language ( French, Spanish, Italian) and English  

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