Customer Service Trainer (Remote)

POSITION SUMMARY

The Customer Service Trainer will provide critical support to our Customer Service Department. This role will create, deliver, and facilitate technical and non-technical training for new and existing employees in the Customer Service Department. This role is crucial for ensuring exceptional customer experiences, consistently collaborating with service leadership to assess training needs, and building relevant solutions. This position will also provide auditing support to build based on the ongoing needs of the department and vendor partners.
 
PRINCIPAL DUTIES & RESPONSIBILITIES

•    Develop and facilitate in a remote environment engaging training programs focused on service excellence, operational procedures, and technical knowledge.
•    Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations. 
•    Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency.  
•    Develop training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills.
•    Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints.   
•    Maintain training records to ensure 100% participation. 
•    Assess trainee performance through quizzes, role-play evaluations, and feedback surveys to ensure learning objectives are met. 
•    Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives.
•    Ensure all service team members are training on relevant company policies and regulatory requirements.
•    Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals. 
•    Coordinate internal quality call audits.
•    Provide constructive feedback to external partner CSRs via quality assessment audits.  
•    Foster a culture of continuous learning and professional development. 

EDUCATION & EXPERIENCE

•    Bachelor’s degree preferred. 
•    Minimum 3 years of training and development experience in the Property Insurance space.
•    Proven remote facilitation skills in customer service or call center environment.  
•    Auditing experience. 
•    Proficiency in Microsoft Office products. 
•    Excellent communication, interpersonal, and problem-solving skills. 
•    Ability to maintain a positive and professional demeanor in a fast-paced environment. 

Compensation$75,000-$80,000