Job Title

Residential Training & Development Facilitator – Customer Care-1

Position Overview

Shaw Industries is hiring a Residential Training & Development Facilitator. The Residential Training and Development Facilitator will be responsible for delivering engaging and effective training sessions that enhance skills and knowledge of our Residential Customer Care associates by partnering with Residential leadership in your assigned geography to create a customized training plan. This role will also support the onboarding process of new associates into Residential Customer Care. The Residential Training and Development Facilitator will play a vital role in driving success for Customer Care to support Residential’s $4B+ business by facilitating a variety of training sessions, supporting associate development initiatives, and ensuring that all training activities align with Residential’s goals and objectives, as well as the enterprise.

Shaw Industries Group, Inc. is a leader in flooring and other surface solutions designed for residential housing, commercial spaces and outdoor environments. Leveraging strengths in design, innovation and operational excellence, the company takes a people-centered, customer-focused, and growth-minded approach to meet diverse market needs. It creates differentiated customer experiences through its expansive portfolio of brands: Anderson Tuftex, COREtec, Shaw Floors, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Sports Turf, Shawgrass, Southwest Greens, Watershed Geo  and more.   

 

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway, Inc. with more than $6 billion in annual sales and 18,000 associates worldwide.  

 

Responsibilities

Training Delivery & Facilitation

Develop a comprehensive and tailored training plan that aligns with the organization’s goals and objectives by collaborating with Residential Customer Care leadership and/or business partners in your assigned geography.Learn and understand the responsibilities, workflows, and systems of all frontline and support roles within the Residential Customer Care organization.Facilitate a variety of training delivery methods to meet the needs of diverse learning styles by incorporating instructional techniques through webinars, microlearning, eLearning, workshops, and role-playing while encouraging associate engagement and participation.Modify training approaches and materials to meet the diverse needs of different learner groups.Develop associate’s soft skills with a focus on the art of listening, communication, problem-solving, personality flexing, and navigating ambiguity.Develop associate’s technical skills with a focus on systems, software, and technologies.Engage in active listening to fully understand the needs and concerns of others, ensuring responses are thoughtful and relevant.Schedule and organize training sessions, ensuring they are conducted efficiently, while also maintaining training records.

Product Knowledge

Develop and maintain a deep understanding of Residential flooring brands.Provide training by effectively communicating product knowledge to all Residential Customer Care associates on updates and enhancements.

Change Management Support

Play a proactive role in supporting organizational change initiatives by effectively communicating changes to associates, addressing any concerns or resistance, and helping them adapt to new processes and systems.Foster a culture of continuous learning and improvement by promoting a growth mindset and encouraging associates to embrace change as an opportunity for development and growth.Champion best practices in training and development and advocating for the resources and support needed to drive success.

Other duties

Support the onboarding process for new internal and external hires by providing them with essential training and resources to ensure a smooth integration into the company.Occasional travel to attend training conferences and/or make customer visits and apply learnings to continuously provide superior training and development to associates.Maintain and contribute to documentation of processes and procedures as needed.Manage time to effectively meet deadlines and adapt to changing priorities and business needs.Work collaboratively with team members and other departments.

Requirements

High School Diploma/GED required. Associate degree in business, marketing, or related field preferred or 2+ years of relevant experience.Previous experience with communicating product, brand, or organizational changes to inform and create awareness.Excellent facilitation, presentation, and written communication skills to diverse audiences.Must be able to deliver elevated training experience.Experience or ability to learn tools and software, such as MS Office, Salesforce, ShawNow, Shawonline Live, and Vista.

Competencies

Plan & OrganizeDeliver Compelling CommunicationInfluence OthersInitiate ActionBuild Trusting Relationships

Shaw benefits include: 

Medical, dental, and vision insurance Life insurance and disability coverage Tuition reimbursement Employee assistance program Health savings account Paid Time Off Parental Leave 401K and Retirement Plans Product discounts for employees Adoption assistance Shaw Family Health Center (Dalton, GA, and Cartersville, GA, locations) And much more

Work Shift

8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, gender identity, religion, sexual orientation, national origin, disability, genetic information, pregnancy, protected veteran status, or any other protected characteristic as outlined by federal, state, or local laws.