Customer Experience Trainer

Key Responsibilities

• 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
• Serve as a cultural ambassador by modeling company values and promoting an exceptional employee and customer experience
• Travel to company locations as needed to support training initiatives
• Perform other duties as assigned

Qualifications

• 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)

Core Competencies

• Strong Communication Skills – Oral and Written
• Excellent Organizational Skills and attention to detail
• Effective Time Management Skills and ability to manage multiple priorities
• Ability to adapt training approaches to different learning styles
• Self-motivated with the ability to work independently and collaboratively
• Open to feedback and committed to continuous improvement
• Flexible and able to adapt to changing priorities and schedules
• Ability to travel for in-person work multiple times per week/month