Training Specialist, Customer Care Call Center
About The Position
The Customer Care Training Specialist is responsible for delivering impactful training programs that support new hire onboarding and ongoing development for team members across multiple states. You’ll create clear and engaging training materials, track trainee performance, and partner closely with leadership and cross-functional teams to ensure the Customer Care team stays aligned with changing workflows, systems, and business needs. This role is ideal for someone who is energetic, organized, patient-focused, and excited to build strong, consistent training foundations in a rapidly evolving environment.
Requirements
- Must have a current and active Arizona Pharmacy Technician license. REQUIRED (not Trainee License)
- Must have a current and active PTCB or CPhT certification. REQUIRED
- 2+ years of professional experience in Call Center Training, or Quality Operations.
- 2+ years of professional experience with training and motivating adult learners.
- Strong written communication skills and the ability to create clear, comprehensive training materials.
- High attention to detail, strong organizational habits, and the ability to manage multiple and changing priorities.
- Comfort with fast-paced environments, evolving processes, and cross-functional collaboration.
- Experience with tools like HubSpot, Genesys, Slack, LifeFile, Google Workspace, and similar platforms.
Nice To Haves
- Pharmacy or healthcare experience.
- Prior QA/coaching experience.
- Familiarity with e-learning and content creation tools.
Responsibilities
- Facilitate new hire training sessions (systems, workflows, call handling, soft skills, etc.).
- Deliver ongoing training such as refreshers, upskilling, and cross-training.
- Develop high-quality training materials including SOPs, job aids, interactive guides, and knowledge articles.
- Maintain the centralized Customer Care training guide and keep all documents version-controlled and up to date.
- Manage onboarding schedules, track trainee progress, and coordinate with supervisors to ensure readiness for live calls.
- Conduct call reviews, QA assessments, and follow-up coaching to support trainee success.
- Identify knowledge gaps and implement solutions such as updated guides, FAQs, workflows, or training modules.
- Collaborate with Customer Care leadership, QA, Pharmacy, Billing, and Technology teams on updates, new processes, and large rollouts (Genesys, HubSpot enhancements, workflow changes, etc.).
- Support change management by preparing training communications, launch plans, and educational materials.
Benefits
- Strive Pharmacy provides a comprehensive benefits package that encompasses various perks such as employer paid healthcare coverage available after 30 days of employment, the choice of an FSA/HSA, a voucher for new hire scrubs (if applicable), parental leave, a 401(k) plan with matching contributions, and the benefit of weekends and holidays off.
- FREE COMPOUNDED MEDS to employees and immediate family members.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
