Customer Retention Trainer

About the role

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Trainer based in United States. This role is responsible for developing and delivering training programs that equip Customer Retention Representatives with the skills and knowledge needed to succeed. You will design onboarding curricula, create engaging learning materials, and deliver classroom, virtual, and hands-on training experiences. The position combines instructional design, coaching, call quality monitoring, and day-to-day operational support. You will work closely with supervisors and managers to identify skill gaps and help representatives consistently meet performance standards. The role also contributes to system testing, process improvements, and initiatives that strengthen the overall customer retention operation. Success requires strong communication, coaching, organization, and the ability to adapt training to different adult learning needs. This is a full-time, remote opportunity within a collaborative customer service environment.

Responsibilities

• Design, develop, test, and implement training curricula and onboarding programs for new and existing Customer Retention Representatives.
• Create instructional materials including videos, guides, manuals, documents, exercises, and other learning resources.
• Conduct training needs assessments to identify knowledge gaps, performance opportunities, and areas requiring additional support.
• Deliver individual and group training sessions using presentations, role-playing, simulations, hands-on exercises, and other instructional techniques.
• Adapt training approaches to different adult learning preferences and ensure participants can apply new knowledge effectively.
• Monitor call quality and provide timely, constructive feedback to new hires and representatives requiring additional coaching.
• Partner with supervisors and managers to identify training priorities and develop targeted support for employees who need additional assistance.
• Stay informed about changes to policies, procedures, regulations, business initiatives, technologies, and operational