Customer Service Trainer

Deliver engaging training sessions using a variety of formats, including classroom, virtual, one‑on‑one, and blended learning approaches Facilitate onboarding programs and support new hires through early‑stage customer interactions Foster a positive, inclusive, and engaging learning environment that encourages participation and growth Assess learner performance and provide ongoing coaching, feedback, and remedial training as needed Collaborate with leadership to ensure seamless transition from training to live operations Maintain and update training materials, manuals, job aids, and LMS content Track, document, and report trainee progress, feedback, and performance trends Partner with cross‑functional teams to support the rollout of new tools, processes, products, or policies Conduct live observations and participate in quality monitoring to identify coaching and training opportunities Lead retraining and upskilling initiatives to address performance gaps Support administrative training functions, including scheduling sessions, preparing materials, and maintaining training tools and systems Serve as a cultural ambassador by modeling company values and promoting an exceptional employee and customer experience Requirements High School Diploma or GED required Minimum of 6 months of experience in customer service, telecommunications, or a related customer experience environment Established residency in Pennsylvania Valid PA Driver’s License with a good driving record Experience in training, facilitation, coaching, or team leadership preferred Technical Skills: Experience with contact center and CX platforms (e.g., Five9, Calabrio, Zendesk or similar tools) Familiarity with Learning Management Systems (Litmos preferred) Experience with project management tools (Basecamp preferred) Proficiency in Microsoft Office 365 Suite (Excel, Word, PowerPoint, SharePoint) #J-18808-Ljbffr