Customer Service Training Instructor

Summary

Join LawnStarter, a rapidly growing and profitable company, as a Customer Service Training Instructor! You will design and deliver engaging training programs for our customer service teams, utilizing various methodologies to enhance their skills and performance. Your expertise in customer service best practices and adult learning principles will be crucial in ensuring exceptional customer experiences. This fully remote position offers learning and professional development opportunities. You will collaborate with stakeholders, assess training needs, and provide coaching and feedback to improve customer service performance. Maintain training materials and stay updated on company policies and industry trends.

Requirements

• Proven experience as a Customer Service Training Instructor or in a similar role
• In-depth knowledge of customer service best practices, principles, and techniques
• Strong instructional design and training development skills
• Excellent presentation and facilitation skills, with the ability to engage and captivate an audience
• Experience in delivering both in-person and virtual training sessions
• Familiarity with adult learning principles and training methodologies
• Strong interpersonal and communication skills to effectively interact with employees at all levels
• Ability to assess training needs and develop tailored training plans to address specific skill gaps
• Detail-oriented mindset with a focus on accuracy and quality in training materials
• Strong organizational and time management skills to manage multiple training projects simultaneously
• Proficiency in using training tools and platforms (e.g., learning management systems, virtual training software)
• Ability to provide constructive feedback and coaching to individuals or groups
• Knowledge of customer service performance metrics and evaluation methods
• Strong problem-solving and analytical skills to identify training gaps and recommend appropriate solutions

Responsibilities

• Design and develop engaging and effective customer service training programs, including content, materials, and assessments
• Conduct training sessions, workshops, and seminars to deliver high-quality instruction to customer service teams
• Utilize a variety of training methodologies and techniques, such as presentations, interactive activities, role-plays, and simulations, to enhance learning and engagement
• Adapt training programs to accommodate different learning styles and skill levels within the customer service teams
• Keep abreast of industry trends, best practices, and emerging technologies in customer service and incorporate relevant updates into training programs
• Assess training needs and develop customized training plans to address skill gaps and improve overall customer service performance
• Collaborate with stakeholders, subject matter experts, and managers to gather insights and incorporate real-life scenarios into training content
• Evaluate the effectiveness of training programs through assessments, feedback, and metrics, and make continuous improvements based on the results
• Provide individual coaching and feedback to customer service representatives to enhance their performance and customer interactions
• Maintain training records, documentation, and training materials in an organized manner
• Stay updated on company policies, procedures, and product knowledge to ensure accurate and up-to-date training content
• Collaborate with other trainers or departments to share best practices, resources, and insights
• Stay informed about changes in customer expectations and industry standards to ensure training programs remain relevant and effective
• Maintain a positive and inclusive learning environment that fosters employee engagement, motivation, and growth

Preferred Qualifications

Professional certification in training or customer service (e.g., CPLP, CCSP)

Benefits

• Fully remote position
• Learning and professional development opportunities