Client Services Trainer

Published: 6/14/2022

Job Description

We are looking for an enthusiastic, knowledgeable, and motivated Client Services Trainer to join our team at our call center in Miami Lakes, Florida.

The ideal candidate will have a strong background in Customer Service, Quality Assurance, and employee training. This individual should be a confident communicator who can quickly absorb training materials, identify areas for improvement, and take ownership of delivering an effective and engaging training program.

Position Summary

The Client Services Trainer is responsible for the onboarding, training, and ongoing development of Client Services employees. This position plays an important role in ensuring employees have the knowledge, skills, and resources needed to provide exceptional service while meeting company policies, procedures, and quality standards.

Key Responsibilities

Coordinate and facilitate new-hire onboarding and training programs.
Deliver engaging classroom and hands-on training to new and existing employees.
Maintain and update training materials, job aids, and knowledge-base resources.
Ensure training content reflects current company policies, procedures, systems, and quality standards.
Use Quality Assurance (QA) results, recurring errors, and employee feedback to identify training opportunities and develop targeted coaching and training.
Track training participation, completion, and overall training outcomes.
Identify individual and department-wide training and performance gaps.
Provide constructive feedback and coaching to help employees improve their performance.
Partner with management and Quality Assurance teams to identify trends and areas requiring additional training.
Adapt training methods and communication styles to accommodate different learning styles.
Stay current on changes to company processes, systems, policies, and procedures.
Take ownership of the training experience and ensure new employees are properly prepared for their roles.

Qualifications & Requirements

Previous experience in training, coaching, Quality Assurance, Client Services, Customer Service, or team leadership.
Strong communication, presentation, and facilitation skills.
Ability to explain processes and procedures clearly and effectively.
Ability to adapt training techniques to different learning styles and levels of experience.
Strong organizational and time-management skills.
Excellent attention to detail.
Ability to identify performance gaps and provide constructive, actionable feedback.
Comfortable working in a fast-paced, changing environment.
Proficiency with Microsoft Office and the ability to quickly learn and effectively teach internal systems and software.
Strong problem-solving and critical-thinking skills.
Highly dependable, professional, and comfortable taking ownership of training responsibilities.
Ability to successfully pass a 7-year national criminal background check and an internal drug screening.

\nCompany Description

Our clients always make us smile when they say “we only want to work with you, Staffing Specifix.” This means we have served them exceptionally well-On Time, Every Time. We take great pride in always being there when our clients need us.