Customer Service Representative & Trainer

NGT Corporation – a Master Franchisee of the COVERALL® brand; Columbia (MD); On-site; USD 45,000 - 75,000; Full time

Benefits offered by this job

Fuel allowance

Cell phone allowance

Commission opportunities

Full benefits package (medical, dental

vision)

401(k) with company match

Paid training and development

Company-sponsored tropical trip

Job summary

NGT Corporation – a Master Franchisee of the COVERALL brand in Columbia, MD is seeking a motivated field-based customer success professional who thrives on building relationships, solving problems, and empowering franchisees to excel in their day-to-day operations.

You will serve as the main liaison for an existing customer portfolio, conduct onboarding, and deliver field and classroom training for franchisees on procedures, service standards, and client management.

Qualifications

• 2+ years of customer service, client-facing, or account management experience.
• Strong communication and interpersonal skills required.
• Proactive, organized and able to train others in person or in groups.

Responsibilities

• Onboard new customers and ensure a smooth setup.
• Deliver field and classroom training to franchisees on procedures, service standards, and client management.
• Provide quotes and proposals for additional services to maximize value.
• Document all interactions in internal system.
• Address service inquiries and resolve client issues with urgency and professionalism.
• Assist with loading or preparing equipment for franchisees as needed.

Skills

Communication

Coaching & Training

Organization

Fieldwork

MS Office & CRM

Driver's license & travel

Job description

We’re looking for someone who thrives on building relationships, solving problems, and empowering others. In this role, you’ll act as the main point of contact for existing customers, ensuring they receive top-tier service and support. You’ll also work closely with our local franchisees, providing hands‑on training and mentorship to help them succeed in their day‑to‑day operations. This is a great opportunity for someone who loves to be out in the field, is proactive, and enjoys a mix of customer engagement, service, and operational support.

About the Role

Serve as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction.

Responsibilities

• Conduct new customer onboarding, ensuring a smooth and positive setup process
• Deliver field‑based and classroom training to both new and existing franchisees on operational procedures, service standards, and client management
• Provide quotes and proposals for additional services, helping customers maximize the value of their partnership
• Document all customer and franchisee interactions in internal system
• Address service‑related inquiries and resolve any client issues with professionalism and urgency
• Occasionally assist with loading or preparing equipment for franchisees (light‑duty, hands‑on support)

Qualifications

• Prior customer service, client‑facing, or account management experience (2+ years preferred)

Required Skills

• Strong communication and interpersonal skills
• Ability to train, coach, and motivate others - both one‑on‑one and in group settings
• Organized, dependable, and able to manage multiple tasks simultaneously
• Comfortable with light physical tasks and occasional fieldwork
• Proficiency in Microsoft Office; CRM experience a plus
• Valid driver’s license and ability to travel locally (fuel allowance provided)

Pay range and compensation package

• Fuel and cell phone allowance
• Commission opportunities ($3,000-$5,000)
• Performance‑based raise program
• Full benefits package: medical, dental, vision
• 401(k) with company match
• Paid training and ongoing professional development
• Company‑sponsored annual tropical trip for top performers