Customer Service Trainer

This is a fully remote position, open to applicants in California.

📋 Description

• Create and deliver captivating training programs centered on service excellence, operational practices, and technical expertise.

• Oversee the onboarding process for new service team members, emphasizing company culture, service expectations, and role responsibilities.

• Facilitate regular training sessions that focus on communication skills, customer engagement, problem-solving, and operational effectiveness.

• Produce training materials, resources, and online learning courses.

• Assist in documenting standard operating procedures and best practices.

• Keep training records to guarantee 100% participation.

• Evaluate and assess learning outcomes through knowledge assessments, quizzes, role-play evaluations, observations, and feedback surveys.

• Analyze training effectiveness via assessments and performance metrics to enhance future training programs.

• Ensure that service team members are well-versed in company policies and regulatory requirements.

• Collaborate with service leadership to identify skills gaps and deliver targeted coaching or training.

• Coordinate internal quality call audits.

• Offer constructive feedback to external partner CSRs through quality assessment audits.

• Promote a culture of ongoing learning and professional growth.

⛳️ Requirements

• At least three years of experience in training and development.

• Demonstrated remote facilitation capabilities in customer service or call center settings.

• Experience in quality assurance.

• Proficient in Microsoft Office applications.

• Outstanding verbal and written communication skills, along with strong interpersonal and problem-solving abilities.

• Capability to maintain a positive and professional attitude in a fast-paced environment while effectively juggling multiple priorities and deadlines.

• Bachelor's degree is preferred.

• Prior experience in customer service is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A supportive and collaborative work environment.