Pittston, PA

Operations Training Support Specialist at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

• Excellent Compensation Packages

• Medical, Dental and Vision Benefits Effective on Day 1

• 401k Package Effective on Day 1

• Paid Time Off Program

• Profit Sharing

• Hybrid Work Environment

• Associate Discounts and Community Giveback Programs

• College Tuition Savings Program

• Caring Family Culture Toward all Associates

• Certified as a FORTUNE Great Place to Work

• Opportunities to Build a Better Benco through Diversity and Inclusion Resource Groups

• Family owned for 90+ years

Position Summary:

Responsible for developing, delivering, and supporting operational training programs that enable frontline associates to perform their roles effectively and consistently. This role partners with Operations leadership and cross-functional teams to ensure processes are clearly documented, training is timely and impactful, and learning initiatives support quality customer outcomes. The Operations Training Support Specialist plays a key role in driving adoption of process changes, monitoring training effectiveness, and supporting continuous improvement initiatives.

Your Shift:

Monday through Friday from 8:00 to 4:30pm EST, but can change based on active training classes

Do YOU Possess These Skills/Attributes?

• Strong communication with an ability to work with cross-functional teams
• Ability to exhibit a professional, positive attitude and work ethic
• Proven listening, facilitation, negotiation and conflict resolution skills.
• Ability to work independently to ensure external and internal associates have the support they need to foster a continuously improving workplace
• Excellent computer, telephone, customer service, and organizational skills
• Analytical and "big picture" thinking skills
• Efficient computer and data entry skills ability to learn new systems and programs quickly
• The drive for self-development, the ability to collaborate, and an action-oriented work ethic
• Oral and visual presentation skills
• Positive approach and team player attitude

Do These Duties and Responsibilities Interest YOU?

• Develop, implement, and maintain an engaging training curriculum for new and existing frontline associates, including system workflows, customer interaction skills, role-based scenarios, simulations, job aids, assessments, and reinforcement activities to improve associate performance and associate satisfaction.

• Monitor training effectiveness through nesting to production processes, quality reviews, calibration sessions, and feedback loops; identify knowledge gaps and recommend improvements to training content or delivery

• Partner with Operations leadership and cross-functional stakeholders as a liaison to ensure training aligns with operational goals, supports process changes, and improves frontline user experience.

• Validate that current processes, policies, and training materials are accurately documented, maintained, and accessible to frontline associates.

• Support operational initiatives and special projects by leading or contributing to implementation, rollout, and follow-up activities.

• Actively seek to increase efficiency and effectiveness of work processes and make recommendations for improvements in procedures and systems;

• Provide operational support during peak volumes or special circumstances to maintain familiarity with frontline workflows, reinforce training relevance and maintain department Service Level Agreements.

• Attends seminars, conferences, and classes as requested.

• Maintain a composed, confident and professional manner in all situations. Always willing to answer questions and provide direction to contact center staff.

Do YOU Meet These Requirements?

• High School Diploma/GED, required

• Associates Degree in Business Management, preferred

• Ability to work onsite in Pittston, PA two days per week

• 4-6 years previous customer operations experience

• 4-6 years experience in a role focused on knowledge transfer and critical thinking

• Technical Requirements - As this is a Hybrid Position:

  • Minimum 5mbps (5,000 kbps) Internet Speed.

  • Connection via Ethernet Cable (Avoid Wi-Fi)

  • Avoidance of other people using/sharing the same bandwidth connection while calls are taking place, especially concerning:

    • Streaming Multimedia content (4K/Full HD Movies)

    • Online gaming

    • Downloading large content (torrents)

    • Enabled recordings on any DVR/Set-up-Boxes

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 40,000 customers and over 1,500 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!

We're proud to be an equal opportunity and affirmative action employer. At Benco Dental we celebrate our associates' differences to foster a culture of diversity and inclusion every day. Click here to learn more about how we promote Equal Opportunity and Diversity and Inclusion at Benco.