DTC Customer Service Coach

As a DTC Customer Service Coach at On, you will collaborate with the DTC Training Program Lead and leadership across regions to facilitate onboarding, design and deliver comprehensive training documentation, provide ongoing training sessions for team members, and proactively lead coaching projects to enhance the skills of all DTC teams.

To qualify for the DTC Customer Service Coach role at On, you need at least 1 year of experience in leadership, training, or coaching, familiarity with CRM platforms like Salesforce or Microsoft D365, strong communication skills, and a growth mindset that embraces challenges and fosters self-development.

The DTC Customer Service Coach supports team members by developing effective training plans, leading open training hours, creating targeted training programs to bridge skill gaps, and providing continuous feedback to elevate their performance and confidence.

Important skills for the DTC Customer Service Coach role at On include strong organizational abilities, excellent written and verbal communication, adaptability to changing priorities, and a passionate commitment to coaching and developing others for long-lasting success.

The work culture at On for a DTC Customer Service Coach is dynamic, engaging, and centered around happiness and growth. You will enjoy a supportive team environment where sharing knowledge and personal development is a priority, emphasizing both professional and personal well-being.

When answering this question, highlight specific training programs you've developed or implemented, the results achieved, and how you tailor your approach to meet diverse team needs. This demonstrates your adaptability and understanding of effective coaching.

To effectively answer this question, discuss your methods for creating comprehensive training documentation, regular check-ins, and feedback mechanisms that promote alignment with company standards while being flexible to adapt to changing needs.

In your response, focus on the importance of open communication, individualized coaching plans, and regular feedback sessions. Provide examples of how you've successfully turned around underperformance in the past.

Mention specific CRM platforms and any e-learning tools you've used, like Salesforce or Microsoft D365, emphasizing your comfort with technology in supporting team training initiatives.

Narrate a specific challenge you faced, detail the steps you took to address the situation, and explain the positive outcome. This shows your resilience and problem-solving skills.

To answer this, discuss your philosophy on creating a motivating environment, such as recognizing achievements, encouraging input from team members, and providing opportunities for professional development.

Explain how you use performance metrics, feedback from team members, or regular assessments to pinpoint areas needing improvement, highlighting your proactive approach to coaching.

Discuss the importance of constructive feedback in your coaching formula, how you deliver it, and how you encourage team members to embrace feedback as a growing tool.

Explain your process of collaborating with leadership and other stakeholders to ensure that trainings support the strategic objectives of the organization, demonstrating a clear understanding of business alignment.

Share your vision for advancing your coaching skills and the impact you want to have on the team, making it clear that your goals align with the mission of On and the cultivation of an effective, happiness-oriented workspace.