Sr. Training Specialist

About the role

Reporting to the Customer Service Manager, you will be responsible to ensure that the team members in the Customer Service (CS) team have the skills, knowledge, and behaviors to deliver top class customer support for our customers. The learning process must be ongoing, and a trainer’s responsibility is to maintain it at the highest possible level by choosing the most appropriate learning methodology for the situation and learners.

Responsibilities

• Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
• Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
• Translate complex processes, procedures, and system functionality into clear, practical learning content.
• Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
• Apply adult learning principles and instructional design best practices to training development.
• Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
• Liaison with CS management and CS operations to deliver a new hire Customer Service training schedule that meets the business' requirements and adjusts it where appropriate if business requirements change.
• Facilitate engaging instructor-led, virtual, and blended learning sessions for new hires and existing employees.
• Create an inclusive learning environment that encourages participation, questions, collaboration, and knowledge retention.
• Deliver training on customer service processes, systems, order entry, problem resolution, communication, and department-specific procedures.

Requirements

• Demonstrated experience facilitating instructor-led and/or virtual training.
• Experience developing training materials, curricula, job aids, and instructional resources.
• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong organizational and project management skills.
• Able to translate complex information into clear, easy-to-understand learning content.
• Strong problem-solving and analytical skills.
• Proficiency with Microsoft Office or similar productivity and presentation tools.
• Able to work independently while effectively collaborating with cross-functional teams.
• Able to assess training effectiveness and determine the impact of training on Create lasting partnerships internally, and with our customers.

Qualifications

• Four-year college degree – BA or BS required.
• 3+ years of experience in customer service, training, learning and development, or a related field.

Skills

• Strong understanding of adult learning principles and instructional design methodologies.
• Excellent verbal, written, presentation, and interpersonal communication skills.
• Strong organizational and project management skills.
• Ability to translate complex information into clear, easy-to-understand learning content.
• Strong problem-solving and analytical skills.
• Proficiency with Microsoft Office or similar productivity and presentation tools.
• Able to work independently while effectively collaborating with cross-functional teams.
• Able to assess training effectiveness and determine the impact of training on Create lasting partnerships internally, and with our customers.

Benefits

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Pay

$68,030 starting pay for the position.

Schedule

Flexible schedule to accommodate the needs of the customer service team and the company.