Job Description

Job Description

Sharpcontra is seeking a dynamic and experienced Customer Service Trainer to lead the development and delivery of training programs for our customer service team. The ideal candidate will play a crucial role in equipping staff with the tools, knowledge, and confidence to provide exceptional customer experiences across all touchpoints.

Responsibilities

• Design, develop, and deliver comprehensive training programs for new hires and existing team members.

• Evaluate training effectiveness through feedback, assessments, and performance metrics.

• Collaborate with department managers to identify training needs and performance improvement areas.

• Update training materials regularly to reflect product changes, service updates, and industry best practices.

• Provide coaching and support to customer service representatives to ensure quality standards are met.

• Maintain detailed records of training sessions, participant progress, and evaluation results.

• Stay informed on customer service trends, technologies, and methodologies to continuously enhance the training process.

Qualifications

Qualifications

• Bachelor’s degree in Business, Communications, Human Resources, or related field (preferred).

• Proven experience (2+ years) as a customer service trainer, team lead, or similar role.

• Strong presentation, coaching, and facilitation skills.

• Excellent written and verbal communication skills.

• Ability to manage multiple projects and deadlines in a fast-paced environment.

• Proficiency in MS Office and learning management systems (LMS).

• Detail-oriented, with strong problem-solving and organizational abilities.

Additional Information

Benefits

• Competitive salary between $55,000 and $65,000 annually.

• Opportunities for career growth and professional development.

• Health, dental, and vision insurance.

• Paid time off and holidays.

• Retirement plan options.

• Supportive and collaborative work environment.