Specialist, Learning and Development

Job Description

Job Description

Job Title: Learning & Development Specialist-Customer Experience

Reports To: Learning & Development -Supervisor

Position Location: Vernon Hills, IL

Work Type: Hybrid

FLSA Status (Exempt/Non-Exempt): Exempt

Position Summary:

The Learning & Development Specialist – Customer Experience is responsible for supporting the design, delivery, and continuous improvement of training programs for customer service teams. Reporting to the L&D Supervisor, this role ensures frontline employees are equipped with the communication, soft skills, and service knowledge required to deliver high-quality customer experiences. The specialist executes onboarding, upskilling, and provides ongoing coaching to reinforce learning in live environments. Additionally, the role contributes to quality monitoring and knowledge management, partnering with supervisors to address performance gaps. Leveraging customer feedback, operational data, and AI-enabled tools, the specialist helps drive improvements in service quality, customer satisfaction, and key performance metrics.

Key Responsibilities:

• Conduct new hire onboarding, refresher training, and ongoing upskilling for customer service teams.
• Develop and deliver training on customer experience, communication, soft skills, and service workflows.
• Create training materials including SOPs, call guides, scripts, videos, and interactive learning modules.
• Facilitate role plays, call simulations, and scenario-based training to improve customer handling skills.
• Provide nesting support and post-training coaching to ensure smooth transition to live customer interactions.
• Partner with Supervisors to design and execute coaching plans for low-performing agents.
• Track training participation, completion, and engagement metrics.
• Analyze customer feedback trends (CSAT, complaints, escalations) to identify training gaps.
• Conduct case audits and review customer interactions to ensure quality and compliance with service standards.
• Develop and maintain quality scorecards aligned with customer experience expectations.
• Maintain and update knowledgebase content to reflect process, policy, and product changes.
• Support real-time operations via chat groups and floor support to guide agents on customer interactions.
• Identify process improvement opportunities based on training insights, customer feedback, and operational challenges.
• Leverage AI tools to generate training content, simulate customer interactions, and personalize learning journeys.
• Utilize AI-driven insights (speech analytics, sentiment analysis) to improve training effectiveness and customer experience.
• Collaborate with Operations and Leadership to align training with business KPIs (CSAT, NPS, FCR, AHT)
• Performs other duties as assigned.

Education:

• Bachelor’s degree in Business Administration, Communications, or related field preferred
• Certifications in Customer Experience (CX), Training, or Coaching are a plus.

Experience:

• 3–5 years of experience in customer service, training, or call center environments

Minimum Requirements/Qualifications:

• Strong understanding of customer service principles and customer journey management
• Excellent facilitation, communication, and coaching skills
• Experience delivering soft skills and customer service training programs.
• Experience with quality monitoring, coaching, and performance improvement
• Familiarity with CRM systems and customer interaction tools
• Ability to analyze customer feedback and translate insights into training actions.
• Experience with training tools, LMS, and content creation platforms preferred.
• Data-driven mindset with ability to track and improve performance metrics.
• Strong organizational and multitasking abilities
• Familiarity with AI tools for training, coaching, and customer interaction analysis preferred.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Strong work ethic and an ability to excel within a rapidly changing and growing organization.

Compensation & Benefits:

• Salary Range: $60,000-$72,000, depending on location, experience, and qualifications.
• Benefits coverage begins day 1, including the following:
  • Medical, Dental, Vision Insurance
  • Disability Insurance
  • Life Insurance
  • 401(k) company match
  • Paid Time Off (15 days annually)
  • Paid Holiday time (10 company-designated days)
  • Tuition Assistance
  • Additional benefits available with company package

This position has not been approved for Relocation Assistance.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not an exhaustive list of all of the duties and responsibilities associated with it.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, or disability status.