Customer Experience Trainer

Pencor Services•Lehighton, PA

9d•Hybrid

About The Position

Blue Ridge Communications is seeking an enthusiastic, dependable, and adaptable Customer Experience Trainer to support the growth and development of our customer-facing teams. This role is responsible for onboarding new hires, delivering engaging and effective training programs, assessing performance, and supporting ongoing learning initiatives that enhance both the employee and customer experience. The ideal candidate will be a highly collaborative professional who thrives in a dynamic environment and demonstrates flexibility in responding to changing business needs, priorities, and learning requirements. Success in this role requires a strong commitment to professionalism, accountability, and teamwork, along with the ability to build positive relationships across all levels of the organization. As a Customer Experience Trainer, you will serve as a brand ambassador and trusted resource for new and existing employees. You will foster an inclusive, engaging, and supportive learning environment that reflects our company values of Caring, Fun, Approachable, and Practical while promoting a culture of continuous learning, collaboration, and excellence. This role requires a team-first mindset, a willingness to support business needs across departments, and the ability to adapt training approaches to varying learning styles and operational demands. The Customer Experience Trainer must consistently model the behaviors and standards expected of all employees, serving as an example of professionalism, positivity, flexibility, and exceptional customer focus.

Requirements

High School Diploma or GED required
Minimum of 6 months of experience in customer service, telecommunications, or a related customer experience environment
Established residency in Pennsylvania
Valid PA Driver’s License with a good driving record
Experience with contact center and CX platforms (e.g., Five9, Calabrio, Zendesk or similar tools)
Familiarity with Learning Management Systems (Litmos preferred)
Experience with project management tools (Basecamp preferred)
Proficiency in Microsoft Office 365 Suite (Excel, Word, PowerPoint, SharePoint)
Strong Communication Skills – Oral and Written
Excellent Organizational Skills and attention to detail
Effective Time Management Skills and ability to manage multiple priorities
Ability to adapt training approaches to different learning styles
Self-motivated with the ability to work independently and collaboratively
Open to feedback and committed to continuous improvement
Flexible and able to adapt to changing priorities and schedules
Ability to travel for in-person work multiple times per week/month

Nice To Haves

Experience in training, facilitation, coaching, or team leadership preferred

Responsibilities

Deliver engaging training sessions using a variety of formats, including classroom, virtual, one-on-one, and blended learning approaches
Facilitate onboarding programs and support new hires through early-stage customer interactions
Foster a positive, inclusive, and engaging learning environment that encourages participation and growth
Assess learner performance and provide ongoing coaching, feedback, and remedial training as needed
Collaborate with leadership to ensure seamless transition from training to live operations
Maintain and update training materials, manuals, job aids, and LMS content
Track, document, and report trainee progress, feedback, and performance trends
Partner with cross-functional teams to support the rollout of new tools, processes, products, or policies
Conduct live observations and participate in quality monitoring to identify coaching and training opportunities
Lead retraining and upskilling initiatives to address performance gaps
Support administrative training functions, including scheduling sessions, preparing materials, and maintaining training tools and systems
Serve as a cultural ambassador by modeling company values and promoting an exceptional employee and customer experience
Travel to company locations as needed to support training initiatives
Perform other duties as assigned