Customer Service - Trainer

USA Waste and Recycling•Enfield, CT

2d•Onsite

About The Position

The Customer Service Trainer is responsible for facilitating training and development programs for new and existing employees at USA Waste and Recycling. This role supports new hire onboarding, reinforcement and refresher training, process and system training, professional development, and one-on-one or small-group coaching. The Trainer acts as a frontline facilitator, helping employees build the knowledge, skills, and confidence to perform effectively and consistently according to company standards, procedures, systems, and expectations. The Trainer collaborates closely with the Training Manager, department leaders, supervisors, subject matter experts, and other stakeholders to reinforce learning, support employee development, and promote operational readiness through hands-on instruction, practice, and coaching.

Requirements

High school diploma or equivalent.
2-3 years of experience in training delivery, employee development, coaching, customer service, operations, or a related field.
Experience working in a service, operational, administrative, or similar business environment.
Ability to learn and effectively train employees on a variety of company systems, processes, procedures, and tools.
Ability to work collaboratively with subject matter experts and department leadership to deliver role-specific training.
Strong facilitation and presentation skills.
Ability to coach, motivate, and provide constructive feedback to adult learners.
Clear verbal and written communication skills.
Proficient in Microsoft applications.
Ability to translate procedures, processes, and technical information into practical, actionable guidance.
Ability to quickly learn and adapt to new technology, systems, processes, and business functions.
Strong organizational skills and attention to detail.
Comfortable working in fast-paced and varied operational environments.
Ability to collaborate effectively with employees, supervisors, managers, subject matter experts, and leadership across multiple departments.

Nice To Haves

Previous classroom facilitation, corporate training, or employee development experience.
Experience delivering adult learning programs.
Experience coaching or developing employees in operational, service, administrative, or similar business environments.
Experience supporting training across multiple departments or job functions preferred.
Waste and recycling industry experience preferred.

Responsibilities

Facilitates new hire onboarding and training programs for employees across departments.
Delivers reinforcement, refresher, targeted, and developmental training based on performance trends, business needs, process changes, system updates, or identified skill gaps.
Conducts classroom, one-on-one, small-group, and hands-on training sessions to support employee development and performance improvement.
Adapts facilitation techniques to varying learning styles, experience levels, job functions, and operational environments.
Guides employees in applying systems, workflows, procedures, company standards, and role-specific expectations through instruction, practice, and scenario-based learning.
Partners with department leaders and subject matter experts to ensure department-specific training is accurate, relevant, and aligned with current practices.
Prepares training sessions using approved materials, guides, job aids, and other learning resources.
Assists in maintaining and updating training materials, tutorials, job aids, and learning resources.
Ensures training rooms, equipment, systems, and technology are prepared for each session.
Maintains training attendance records and completes required training documentation.
Supports the coordination and scheduling of training activities as assigned.
Partners with supervisors and department leaders to reinforce training concepts in the workplace.
Provides individualized coaching and reinforcement based on feedback, observations, performance trends, and identified skill gaps.
Supports post-training follow-up to promote learning transfer, employee confidence, and sustained performance improvement.
Reinforces company standards, procedures, and expectations through ongoing coaching and development activities.
Provides feedback to the Training Manager regarding training effectiveness, learner readiness, and opportunities for content or program improvement.
Communicates observed training gaps, learner trends, and potential performance or knowledge risks to the Training Manager.
Collaborates with department leaders and subject matter experts to understand training needs and support department-specific learning initiatives.
Supports training related to system changes, process updates, new initiatives, policy changes, and pilot programs as assigned.
Assists with company-wide learning and development initiatives based on organizational needs.