Customer Service Representative Training Specialist - Horizon Services

Position Overview:

The Customer Service Training Specialist is responsible for developing, delivering, and evaluating comprehensive training programs for customer service representatives within the HVAC company. This role ensures that all customer-facing employees are well-equipped with the knowledge and skills necessary to book appointments that drive sales, efficiently resolve customer concerns, provide exceptional service, respond to and triage customer inquiries and maintain high levels of customer satisfaction.

Work Schedule Monday-Friday 8:00 am-5:00 pm

Key Responsibilities:

Training Program Development:

• Design and develop training materials, including virtual manuals, presentations, e-learning modules, and other resources to support customer service and sales training.
• Update training programs to reflect new products, services, sales techniques, policies, and industry trends.
• Create assessment tools to evaluate the effectiveness of training programs.

Training Delivery:

• Conduct training sessions for new and existing customer service representatives, utilizing a variety of instructional techniques.
• Facilitate workshops, role-playing activities, and simulations to enhance learning experiences, with a focus on both customer service excellence and effective sales strategies.
• Provide one-on-one coaching and mentoring to customer service and sales staff as needed.

Sales Development:

• Train staff in effective sales techniques, including upselling, cross-selling, overcoming objections and closing sales.
• Develop sales scripts and guides to assist representatives in their interactions with customers.
• Monitor and analyze sales performance to identify areas for improvement and additional training needs.

Evaluation and Feedback:

• Monitor and evaluate the performance of customer service representatives through assessments, feedback, and performance metrics
• Continuously incorporate improvements into training initiatives based on observations.
• Collect and analyze feedback from trainees to identify areas for improvement in training programs.
• Identify and report on training KPIs to show training's impact on operational goals and the business.
• Report on training outcomes and provide recommendations for continuous improvement.

Collaboration:

• Work closely with management to identify training needs and align training programs with company objectives, including sales targets.
• Collaborate with other departments to ensure comprehensive training on all aspects of the HVAC business, including technical knowledge, customer interaction skills, and sales techniques.
• Coordinate with the HR department to ensure a smooth and effective onboarding process for new hires. Partner with HR to schedule training sessions and track employee progress.

Compliance and Standards:

• Ensure all training programs comply with industry standards and regulations.
• Maintain up-to-date knowledge of industry best practices, customer service trends, and sales strategies.

Qualifications

Education and Experience:

• Bachelor's degree in education, Human Resources, Business Administration, or a related field preferred.
• Minimum of 3-5 years of experience in customer service and sales training, preferably within the HVAC or a related industry.
• Proven experience in developing and delivering training programs that include a sales component.

Skills and Abilities:

• Excellent communication and presentation skills.
• Strong organizational and project management abilities.
• Ability to engage and motivate trainees.
• Proficient in using Power Points, SharePoint, training software and tools.
• Strong analytical skills and attention to detail.
• Sales-driven mindset with a track record of successful sales training.
• Ability to effectively lead and manage both in-person and virtual training sessions.

Personal Attributes:

• Patient, approachable, and supportive.
• Ability to work independently and as part of a team.
• Adaptable to changing needs and environments.
• Commitment to continuous improvement and professional development.

Salary and Benefits

• Competitive salary based on experience and qualifications.
• Comprehensive benefits package including health insurance, retirement plans, and paid time off.
• Opportunities for professional development and career advancement.