Customer Service Trainer

Kellermeyer Bergensons Services•Oceanside, CA

2d•$55 - $65•Remote

About The Position

Responsible for designing, delivering, and continuously improving training programs that ensure consistent, high quality customer interactions. This role partners closely with the Customer Experience managers to onboard new hires, upskill existing staff, reinforce service standards, and reduce escalations through proactive training. The trainer ensures alignment with departmental SLAs, compliance requirements, internal workflows, and customer experience best practices while driving measurable improvements in performance, quality, and customer satisfaction.

Requirements

Minimum of three (3) years delivering formal customer service training.
Prior experience in managing, training, and coaching direct reports
Knowledge of adult learning principles and instructional design best practices.
Strong working knowledge of customer service workflows, escalation management, and issue resolution processes.
Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (SalesForce, NetSuite, etc.)

Nice To Haves

Past experience with video training and LMS software
Facilities Maintenance industry preferred

Responsibilities

Develop, maintain, and deliver structured onboarding and ongoing training programs for customer experience staff.
Facilitate instructor led, virtual, and one-on-one training sessions covering customer service standards, communication skills, systems usage, workflow processes, and escalation protocols.
Create and update training materials, job aids, scripts, and reference documentation to reflect current policies, procedures, and system changes.
Ensure training content aligns with departmental goals, SLAs, quality assurance standards, and customer experience initiatives.
Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training.
Use performance metrics, customer feedback, escalation data, and audit results to evaluate training effectiveness and recommend enhancements.
Support the rollout of new initiatives, systems, or process changes.
Assist leadership with preparation of staff for operational changes impacting customer experience delivery.
Maintain accurate records of training completion, certifications, and coaching activities.
Ensure training documentation remains current and accessible.

Benefits

medical
dental
vision
prescription drugs
Paid Time Off
Paid Holidays
Sick Time
Life Insurance
Short Term Disability – Employer paid
Long Term Disability
Supplemental Health Insurance (E.G., Accident)
401k plan with a match or Non-qualified Deferred Compensation Plan
Pet Insurance
PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics