Customer Experience Training Specialist

Jobtailor; Lehighton (Carbon County); On-site; USD 42,000 - 62,000; Full time

Job summary

Jobtailor in the United States is seeking a dedicated Training Specialist to deliver engaging sessions across multiple formats and support onboarding for new hires with early customer interactions.

You will foster an inclusive learning environment, assess performance, and provide coaching to close skill gaps. The role involves collaboration with leadership, maintenance of training materials, and active participation in quality monitoring.

Qualifications

• High School Diploma or GED required.
• Minimum 6 months of experience in customer service or CX environment.
• Residence in Pennsylvania with a valid PA driver's license.
• Experience in training, facilitation, coaching, or team leadership preferred.
• Familiarity with contact center and CX platforms (Five9, Calabrio, Zendesk).
• Experience with LMS (Litmos preferred) and project tools (Basecamp).
• Proficiency in Microsoft Office 365 (Excel, Word, PowerPoint, SharePoint).

Responsibilities

• Deliver engaging training sessions across classroom, virtual, and blended formats.
• Facilitate onboarding and support new hires through early customer interactions.
• Foster an inclusive, engaging learning environment encouraging participation.
• Assess learner performance and provide coaching and remedial training.
• Collaborate with leadership to ensure smooth transition from training to live ops.
• Maintain and update training materials, manuals, and LMS content.
• Track trainee progress and report feedback and performance trends.
• Partner with cross‑functional teams to roll out tools, processes, products, or policies.
• Conduct live observations and support quality monitoring for coaching opportunities.
• Lead retraining and upskilling initiatives to address gaps.
• Support administrative training tasks, including scheduling and materials.
• Serve as a cultural ambassador by modeling company values and promoting an exceptional experience.

Skills

Training delivery

Facilitation

Coaching

Team leadership

Customer service mindset

Education

High School Diploma or GED

Tools

Five9

Calabrio

Zendesk

Litmos

Basecamp

Microsoft Office 365

Job description

Jobtailor in the United States is seeking a dedicated Training Specialist to deliver engaging sessions across multiple formats and support onboarding for new hires with early customer interactions.

You will foster an inclusive learning environment, assess performance, and provide coaching to close skill gaps. The role involves collaboration with leadership, maintenance of training materials, and active participation in quality monitoring.