At the SEER Institute, our dedicated Customer Experience Trainer and Coach will inspire and equip professionals in the Home Service industry with the knowledge, skills, and resources necessary to deliver
exceptional customer experience. This position will be committed to fostering ethical leadership, promoting excellence in customer interactions, and empowering individuals to create meaningful and positive experiences for their clients. The role involves developing and delivering tailored training programs, providing mentorship, and facilitating collaborative learning experiences. Our goal is to cultivate a culture of responsibility, inclusivity, and innovation, ensuring that outstanding customer service becomes a core component of SEER’s Home Service strategy and practice.

Salary: $90,000 - $110,000/annual (DOE plus bonuses)
Benefits: 401(k), Medical/Dental/Vision, Paid Time Off
Schedule: Monday – Friday 8:00am - 5:00pm (Occasional extended hours and weekends may be required to meet business needs)
Work Location: Remote Regular travel should be expected between locations and SEER Institute. Occasional travel to SEER partner companies or for SEER related training and meetings. Travel to be expected primarily during normal business hours however may be required to respond to emergency call during off hours.

Type: Full-time, Exempt

Responsibilities:

• Design and develop comprehensive CSR, Dispatch, and Inside Sales training programs tailored to the Home Service Industry.
• Create training materials, manuals, and resources to support learning objectives.
• Analyze determinants of profitability and take appropriate actions to maintain goals.
• Conduct engaging and interactive training sessions for CSRs.
• Utilize various training methods, including in-person workshops, webinars, and e-learning via Interplay.
• Access the effectiveness of training programs through evaluations, feedback, and performance metrics.
• Identify areas for improvement.
• Ensure training programs align with industry standards.
• Work closely with managers, supervisors, and other stakeholders to identify training needs and objectives.
• Stay current with advancements in training techniques and customer service trends..
• Maintain accurate records of training sessions, participant progress, and feedback.
• Promote ethical practices and principles in customer service interactions.
• Share best practices and success stories to motivate and inspire CSRs.
• Other duties as assigned

Qualifications:

• 3-5 years of experience in training and development, particularly within the Home Service industry or a customer service-related role.
• Bachelor's degree in education, business, communication, or a related field.
• Excellent communication and interpersonal skills and be adept at developing and delivering effective training programs. 
• Have in-depth knowledge of the Home Service industry, expertise in coaching and mentoring, and the ability to adapt training methods to diverse needs. 
• Strong analytical, problem solving, and organizational skills are essential, along with a commitment to ethical leadership and continuous learning. 
• Proficiency in using technology and innovative training techniques is required to enhance the learning experience and drive outstanding customer service outcomes
• A proven track record in designing, developing, and delivering effective training programs is essential, along with experience in coaching and mentoring customer service representatives to improve performance and engagement.
• Familiar with various training methodologies, including in-person, online, and blended learning approaches, and possess a strong understanding of the Home Service industry.
• Proficiency in using e-learning platforms, training software, and digital tools is required, as well as experience in assessing training effectiveness through evaluations, feedback, and performance metrics to make data-driven improvements to training programs.