Customer Retention Trainer

Accountabilities:: Design, develop, test, and implement training curricula and onboarding programs for new and existing Customer Retention Representatives. Create instructional materials including videos, guides, manuals, documents, exercises, and other learning resources. Conduct training needs assessments to identify knowledge gaps, performance opportunities, and areas requiring additional support. Deliver individual and group training sessions using presentations, role-playing, simulations, hands-on exercises, and other instructional techniques. Adapt training approaches to different adult learning preferences and ensure participants can apply new knowledge effectively. Monitor call quality and provide timely, constructive feedback to new hires and representatives requiring additional coaching. Partner with supervisors and managers to identify training priorities and develop targeted support for employees who need additional assistance. Stay informed about changes to policies, procedures, regulations, business initiatives, technologies, and operational requirements. Provide operational support by answering questions, assisting with coverage gaps, and contributing to call activities when business volumes require additional support. Participate in user testing for new application systems before implementation within the Customer Retention Call Center. Troubleshoot basic computer or phone issues encountered during new-hire training. Help foster a positive, motivated, and supportive working environment. Evaluate training effectiveness and make adjustments based on performance results and participant needs. Stay current on customer service and training best practices and contribute to continuous improvement initiatives. Support ad hoc projects, special assignments, and evolving operational priorities as directed by leadership. Requirements High school diploma or equivalent required; a Bachelor’s degree is preferred. At least 3 years of customer service experience. At least 1 year of previous training or related experience is preferred. Previous experience working in a call center environment is preferred. Ability to learn, retain, and communicate new information quickly and accurately. Strong communication, interpersonal, presentation, and facilitation skills. Excellent coaching and mentoring abilities, with a focus on helping others improve performance. Knowledge of customer service principles, practices, and performance standards. Ability to develop engaging and effective training materials for different learning needs. Proficiency with training software, technology, and related instructional tools. Strong organizational skills and the ability to manage multiple training and operational priorities. Ability to maintain reliable and predictable attendance during the assigned work schedule. Ability to work independently in a remote environment while collaborating effectively with managers, supervisors, and colleagues. Benefits Full-time remote/work-from-home position. Competitive compensation aligned with experience and contribution. Medical, dental, and vision insurance. Life insurance benefits. Retirement plans, including a company-matched 401(k) and pension plan. Paid holidays and paid time off. Parental leave. Subsidized wellness resources supporting fitness, mindfulness, nutrition, and sleep. Company-paid counseling and mental health support. Eligibility for continued education reimbursement. Company-paid FLMI and ICA courses for professional development. Employee discounts and other company-sponsored perks.