Remote Customer Service Training Lead

California FAIR Plan Association; Los Angeles, Northern (CA, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

California FAIR Plan Association in Los Angeles is seeking a Customer Service Trainer to design, deliver, and facilitate technical and non-technical training for the Customer Service Department, ensuring exceptional service and measurable improvement.

The role collaborates with service leadership to assess training needs, develops materials and e-learning, leads onboarding, and supports quality programs with targeted coaching and audits.

Qualifications

• Bachelor’s degree preferred.
• Minimum three years of training and development experience.
• Proficiency in Microsoft Office products.
• Proven remote facilitation skills in customer service or call center environment.
• Quality assurance experience.
• Excellent verbal and written communication skills.

Responsibilities

• Develop and facilitate engaging training programs focused on service excellence, operational procedures, and technical knowledge.
• Lead the onboarding process for new service employees, ensuring proper introduction to company culture, service standards, and role expectations.
• Conduct regular training sessions to reinforce core service skills, including communication, customer interaction, problem resolution, and operational efficiency.
• Develop comprehensive training materials, resources and e-learning courses to educate staff on company procedures, customer service best practices, and technical skills.
• Promote consistency by supporting documentation of standard operating procedures and best practices across all service touchpoints.
• Maintain training records to ensure 100% participation.
• Assess and measure learning outcomes through knowledge checks quizzes, role-play evaluations, observation, and feedback surveys to ensure learning objectives are met.
• Measure training effectiveness through assessments and performance metrics; use feedback to enhance future training initiatives.
• Ensure all service team members are trained in relevant company policies and regulatory requirements.
• Collaborate with service leadership to identify skill gaps and provide targeted coaching or training to support individual and team performance goals.
• Coordinate internal quality call audits.
• Provide constructive feedback to external partner CSRs via quality assessment audits.
• Foster a culture of continuous learning and professional development.

Skills

Training & development

Facilitation

Verbal communication

Written communication

Remote facilitation

Quality assurance

Customer service

Education

Bachelor's degree preferred

Tools

Microsoft Office

Job description

California FAIR Plan Association in Los Angeles is seeking a Customer Service Trainer to design, deliver, and facilitate technical and non-technical training for the Customer Service Department, ensuring exceptional service and measurable improvement.

The role collaborates with service leadership to assess training needs, develops materials and e-learning, leads onboarding, and supports quality programs with targeted coaching and audits.