Customer Retention Trainer (Remote)

About the role

At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better. Role Overview: Could you be our next Customer Retention Trainer? Globe Life is looking for a Customer Retention Trainer to join the team! In this role, you will be responsible for developing, implementing, and evaluating training programs for Customer Retention Representatives, ensuring they possess the skills, knowledge, and tools necessary to deliver exceptional customer service and meet performance goals. This is a remote / work-from-home position.

Responsibilities

• Design and develop new training curricula and programs for new hires and existing staff.
• Test and develop new hire training plans, including classroom and hands-on practice.
• Create instructional materials including videos, documents, guides, and manuals for call center representatives.
• Conduct needs assessments to identify training gaps and areas for improvement.
• Troubleshoot any computer or phone problems for new hires.
• Conduct group and individual training sessions, including role-playing and simulations.
• Present information using various instructional techniques and formats, targeted to adult learning preferences.
• Monitor call quality and provide real-time feedback to new hires.
• Collaborate with department supervisors to identify training needs and work with representatives needing extra assistance to meet standards.
• Meet with managers and supervisors regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.
• Assist with questions as needed based on gaps in supervisor coverage and volume of support requested.
• Participate in user testing of all new application systems before implementation in the Customer Retention Call Center.
• May assist with taking/making calls as needed based on departmental call volumes.
• Help to motivate and maintain a positive environment amongst all employees.
• Execute ad hoc projects, special assignments, and additional responsibilities as directed by leadership to support evolving business needs and operational priorities.
• Stay updated on industry best practices and trends.
• Evaluate the effectiveness of training programs and adjust as needed.
• Collaborate with Customer Retention department managers to identify training needs.

Qualifications

• High school diploma or equivalent; Bachelor’s degree preferred.
• 3 or more years of Customer Service experience (required).
• 1 year of previous training or related experience (preferred).

Skills

• Ability to learn and retain new content quickly and create engaging and effective training materials.
• Strong communication, interpersonal, and presentation skills.
• Excellent coaching and mentoring abilities.
• Knowledge of customer service principles and best practices.
• Proficiency in using training software and tools.
• Experience in a call center environment (preferred).

Benefits

• Comprehensive health, dental, and vision insurance plans.
• Robust life insurance benefits and retirement plans, including company-matched 4