Customer Retention Trainer

United StatesRemoteFull-timemid

OtherTrainer

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Retention Trainer based in United States.

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OtherTrainer

This role is responsible for developing and delivering training programs that equip Customer Retention Representatives with the skills and knowledge needed to succeed.
You will design onboarding curricula, create engaging learning materials, and deliver classroom, virtual, and hands-on training experiences.
The position combines instructional design, coaching, call quality monitoring, and day-to-day operational support.
You will work closely with supervisors and managers to identify skill gaps and help representatives consistently meet performance standards.
The role also contributes to system testing, process improvements, and initiatives that strengthen the overall customer retention operation.
Success requires strong communication, coaching, organization, and the ability to adapt training to different adult learning needs.
This is a full-time, remote opportunity within a collaborative customer service environment.

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

~1 min read

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.