Technical Trainer Customer Service

About Sun Country Airlines

We're not your average airline. We're agile, resilient, and full of unique opportunity. Here, you can grow as part of an ambitious team that safely and collectively supports each other, our travelers, and our community. Together, we're making travel more attainable.

With more than 40 years of Minnesota roots, we're a unique hybrid low-cost carrier offering diverse services including scheduled flights to destinations across the U.S., Canada, Central America, and the Caribbean, as well as charter and cargo operations around the world. At Sun Country, you'll be part of a growing airline, and an enthusiastic team focused on connecting our community with their favorite people and places.

Sun Country Airlines provides the resources and support our employees need to succeed. Besides working at a great and growing company, as a Technical Trainer Customer Service you'll enjoy these benefits and more:

• Comprehensive benefit package including dental and vision
• PPO and high deductible health plans
• Health savings accounts (HSA and FSA)
• Dependent Care
• Starting day one free standby and discounted travel privileges for employees, family, & friends
• 401(k) match
• Paid Time Off
• Paid holidays
• Life and AD&D Insurance
• Employee Assistance Program including counseling for employees and their family
• Fitness incentive and Stop Smoking Support

Compensation:

Pay or shift range: $20.60 - $25.00 USD per hour. This is the base compensation hiring range for this role.

Technical Trainer Customer Service Overview:

Sun Country Airlines is seeking a Technical Trainer, Customer Service to provide the tool set, knowledge, and technologies to enable Customer Service specialists to deliver a world-class customer experience in support of Sun Country Airlines. The Technical Trainer position is responsible for supporting and integrating the overall SY brand and business strategy through employee learning development. Primary responsibilities are to facilitate training needs for new and existing employees through a variety of methods including classroom and virtual instruction, web conferencing, eLearning and on-the-job.

Essential roles and responsibilities of a Technical Trainer Customer Service:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Deliver department training/learning support using adult learning techniques for various lines of business (e.g. Reservations, Reservations Support, Central Reservations Control (CRC), Groups Sales, Customer Care)
• Streamline technical training through automation enhancements/LMS
• Ensure the learning process is ongoing and relevant; support Customer Service with policy/functionality as identified by leaders and SME's
• Develop and apply assessment tools to measure training effectiveness
• Ensure all training curricula are taught in a standardized and consistent manner
• Partner with Customer Service leadership in support of new specialist development
• Collaborate with Sr. Technical Trainer for creation of training materials
• Keep current on adult learning best practices and training methodology
• Establish defined SY interdepartmental relationships through collaborative goals with teams such as marketing, pricing, sales, eCommerce
• Contribute to the maintenance of the Knowledge Base system and departmental communication
• Track and report on training outcomes
• Provide feedback to program participants and management

The required qualifications we are looking for in Technical Trainer Customer Service include:

• College degree or minimum of 2 years experience in call center/customer service environment; or equivalent combination of education and experience.
• Experience writing policy/procedure documents

Preferred Skills

• Open and approachable leadership style
• Confident, articulate, and clear communication skills
• Confident public speaker; clear presentation and facilitation skills
• Motivational with a positive demeanor at all times
• Strong planning and organizational skills
• Analysis and problem-solving skills
• Knowledge of adult instructional and learning theory and principles preferred
• Knowledge of Sun Country programs, policies, procedures, and reservation systems preferred

Other Duties:

The above statements are intended to provide a summary of key responsibilities and the anticipated work environment of an accountant. They are not intended to be an all-inclusive listing of job duties. Position expectations may change as the needs, or the requirements of the organization evolve.

AAP/EEO Statement:

It is the policy of Sun Country Airlines to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

Sun Country Airlines respects and values every employee's contribution to our business. We believe that an important part of our strength comes from our people and their array of perspectives.

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