Customer Service Trainer Job Description
Customer service trainer
provides support and instructional design for the development of training materials and content for onboarding, technologies training, processes, soft skills, markets, workstation practices, safety, product training and documentation.
Customer Service Trainer Duties & Responsibilities
To write an effective customer service trainer job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service trainer job description templates that you can modify and use.
Sample responsibilities for this position include:
Make recommendations to better the performance of the call center procedures processes and procedures
Ensuring effective preparation, planning, and delivery of all training programmes, Induction, Weekly/ Monthly Edits, Team Briefings, Product Training, Refresher Sessions, Global Training Programmes
Build, develop, and maintain effective working relationships with Customer Service Managers, Regional Trainers, Retail Managers, key partners in the wider Corporate Customer Resources Team
Deliver training for eCommerce customer service new hires
Assist in performing skills assessment on new hires before releasing them from training
Updating training and on-boarding materials and resources
Measure customer service skills through call monitoring and reporting findings to management
Coach individual agents, based on recognized areas for improvement
Prepare and maintain training materials including but not limited to VISA, MIO, Target and Wireless, conduct new hire training classes
Monitor and score calls for quality performance and provide direct feedback to CSR’s
Customer Service Trainer Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Trainer
List any licenses or certifications required by the position: G2, G1, TOC
Education for Customer Service Trainer
Typically a job would require a certain level of education.
Employers hiring for the customer service trainer job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Education, Business, Communication, Healthcare, Associates, General Education, Human Resources, Adult Education, Technical, Communications
Skills for Customer Service Trainer
Desired skills for customer service trainer include:
Customer service policies and standards
Excel
Measurement of training effectiveness
PowerPoint
Principles and methods for curriculum and training design
Teaching and instruction for individuals and groups
Microsoft Word
Articulate desired
Outlook
Procedures
Desired experience for customer service trainer includes:
Training all new Inside Sales reps
Monitor the status of all new hires to ensure that the new hires are onboarded in a timely and efficient manner
Conduct additional product training when needed
Instruct all new call center hires on Frequently Asked Questions
Ensure proper instruction on customer relations is given
Coaching via listening to calls, outbound sales strategy implementation, inbound sales strategy, and assessment of new hire performance
Customer Service Trainer Examples
1
Customer Service Trainer Job Description
Job Description Example
Our company is growing rapidly and is looking for a customer service trainer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service trainer
- Adhere to policies and procedures related to call handling, including adding call description tickets for each call received
- Maximize resources by creating solving methods, work methods in consensus with the supervisor
- Demonstrate flexibility by responding to unanticipated events
- Conduct all AX computer training and other systems used for any new hire (CS or ISR)
- Responsible for taking calls and entering Raintree Essix and GAC sales orders
- Any additional duties that the Call Center Supervisor deems necessary for the call center trainer
- Establish and maintain subject matter expertise on AWS CS accounts and billing policies and processes
- Producing training material for the department
- Delivering monthly department workshops
- Delivering fortnightly/weekly inductions to the department
Qualifications for customer service trainer
- The ability to travel 25% Domestically is required, including overnight
- Primarily an office environment
- Limited temperature fluctuations, air, conditioned environment
- Must be able to sit for long periods of time in the call center
- Must be able to travel via car or plane to designated areas
- Must be able to stand for at least 4 hours at trade shows or other selling events
2
Customer Service Trainer Job Description
Job Description Example
Our company is hiring for a customer service trainer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service trainer
- Training all contact center staff on new procedures as needed
- Develop and maintain all training documents to reflect current business procedures
- Ensuring effective preparation, planning, and delivery of all training programmes, Induction, Weekly/ Monthly Edits, Team Briefings, Product Training, Refresher Sessions, and Global Training Programmes
- Work closely with the subject matter experts, design, develop and deliver a high-quality curriculum of CS training
- Provide and deliver an induction program for New Starters offer periodic refresher training, ensuring all CS teams are sufficiently prepared to conduct the core areas of their role
- Create a culture of continuous learning and development for all in the Wholesale Customer Service Teams
- Develop and deliver training programs for changes to policies and systems as they are implemented (inclusive of external Projects to CS)
- Ensure that all training tools and materials are accessible to all CS, are kept updated and regularly communicated to the CS organisation with the view of continuous improvement
- Work closely with the CS Managers, Team Leads and other stakeholders to identify and close gaps in knowledge by creating and delivering targeted training opportunities as required
- Provide analytical feedback on training provided and attendees in monthly and quarterly reports to management
Qualifications for customer service trainer
- Experience conducting Quality Assurance
- BA/BS in a business related field
- 4+ years business experience including experience in Customer Service
- Commitment to internal and external clients, customer service principles, and the overall business
- ELearning authoring tools experience preferred
- Results oriented – tracking progress on goals
3
Customer Service Trainer Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer service trainer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service trainer
- Support any Change initiatives/Projects that will require training within the CS organisation
- Continuously look to improve the training journey
- Provides receptionist/front desk relief as needed
- Required to remotely in designated work area three (3) days per week, visiting customers
- Travel to customer homes and businesses to provide VRS training, perform service calls and install equipment in assigned area
- Train new and existing customers on how to use features and the benefits of SVRS
- Coordinate with the Sales/Outreach and Marketing groups to educate institutions, customers and organizations about the benefits of Sorenson VRS
- Required to work from the Customer Service call center two [2] days per week at 4192 Riverboat Road, Taylorsville, UT
- Answer calls placed through videophones from customers nationwide
- Verify customer information and update the customer database account
Qualifications for customer service trainer
- Be positive and engaging
- Be analytical and able to document processes
- Have a minimum of one years’ experience within VF
- Proficiency in both written and spoken Vietnamese and English
- Knowledge in telecommunications product and services Call Center will be an added advantage
- 3 – 5 years experience in order management, supply chain management or materials management in a manufacturing, industrial distribution or customer service environment
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Customer Service Trainer Job Description
Job Description Example
Our company is looking for a customer service trainer. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service trainer
- Schedule service appointments between customers and Trainers when applicable
- Will work on outbound call projects
- Training of all new-hire associates
- Refresher training for existing associates as needed
- Coordination of all training for contact center to include tracking, follow-up, and reporting
- Other training related activities as needed
- Answer emails and phone calls of both customers and hotels as business needs dictate
- Help to resolve customer and hotel complaints
- Conduct all initial Foundations, Process and Systems training including SAP Order Management Transactional training and Salesforce training to new Customer Service and Seton Sales professionals
- Prepare all Order Management training materials and coordinate necessary resources Conduct basic Google email, calendar, google doc training new Customer service professionals, refreshers as necessary
Qualifications for customer service trainer
- Demonstrated ability to effectively work with and establish credibility with customers, employees, managers and business partners across functional lines
- Demonstrated ability to quickly learn, become competent in and effectively apply new skills and tools
- Previous work experience in training, quality and/or project management
- Exceptional written and verbal communication skills and a strong understanding of the adult learner
- Contributes to an atmosphere of teamwork and cooperation to maintain an effective working environment ensure continuity of service to customers
- Additional language fluency a plus, with a focus on German, French, Chinese, or Japanese
5
Customer Service Trainer Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service trainer. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service trainer
- Coordinate all accesses new hires will require (access to appropriate Customer Service email boxes and databases, Shared Drives and folders, SAP)
- Coordinate training schedule with Team Supervisors/Customer Service Manager
- Develop and document all individual training plans working closely with the Team Supervisor/Managers
- Develop and coordinate all ongoing refresher training with individual or group CSR’s
- Develop and coordinate orientation schedules for all new Customer Service employees
- Provide WPS website training for all brands
- Responsible for continuously expanding skills and knowledge of current and new systems, and processes to ensure ‘best practices’ are effectively communicated, trained and implemented in all OM areas
- Review and/or develop weekly monthly performance reports to identify areas of improvement
- Highly focused on Quality as it relates to order management and customer service
- Foster close relationships with IS Process and Service Owners to establish a unified user centered strategy for education, transformation, and self-help best practices
Qualifications for customer service trainer
- Bachelor’s degree in related field and/or 5 years related work experience
- Certificate IV in TAE
- Ability to learn the department processes for all aspects of Admissions and Patient Concierge
- Permanent full-time, non-exempt position
- Willingness to discover and develop
- Friendly, polite and tactful attitude