About this role
POSITION SUMMARY The Customer Service Trainer will provide critical support to our Customer Service Department. This role will create, deliver, and facilitate technical and non-technical training for new and existing employees in the Customer Service Department. This role is crucial for ensuring exceptional customer experience, consistently collaborating with service leadership to assess training needs, and building relevant solutions. This position will also support quality programs for internal teams, delivering targeted coached feedback that drives measurable improvement. PRINCIPAL DUTIES AND RESPONSIBILITIES • Develop and facilitate engaging training programs focused on service excellence, operational procedures, and technical knowledge. • Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations. • Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency. • Develop comprehensive training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills. • Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints. • Maintain training records to ensure 100% participation. • Assess and measure learning outcomes through knowledge checks quizzes, role-play evaluations, observation, and feedback surveys to ensure learning objectives are met. • Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives. • Ensure all service team members are trained in relevant company policies and regulatory requirements. • Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals. • Coordinate internal quality call audits. • Provide constructive feedback to external partner CSRs via quality assessment audits. • Foster a culture of continuous learning and professional development.
EDUCATION AND EXPERIENCE • Bachelor’s degree preferred. • Minimum three years of training and development experience. • Proven remote facilitation skills in customer service or call center environment. • Quality assurance experience. • Proficiency in Microsoft Office products. • Excellent verbal and written communication skills, interpersonal, and problem-solving skills. • Ability to maintain a positive and professional demeanor in a fast-paced environment while effectively managing multiple priorities and deadlines. • Customer Service experience preferred. $90,000-$95,000