Senior Training Specialist - Customer Service Excellence

Herff Jones; Indianapolis (IN); On-site; USD 61,000 - 75,000; Full time

Job summary

Herff Jones in Indianapolis is seeking a Sr. Training Specialist to lead the Customer Service training program. You will design engaging curricula, develop learning materials, and deliver instructor-led, virtual, and blended sessions for new hires and existing staff.

You will apply adult-learning principles, translate complex processes into practical content, and partner with CS leadership to measure training effectiveness and drive performance improvements.

Qualifications

• Four-year college degree – BA or BS required.
• 3+ years of experience in customer service, training, learning and development, or a related field.
• Experience designing training programs, curricula, and learning materials.
• Strong understanding of adult learning principles and instructional design.

Responsibilities

• Design and develop engaging training programs, learning materials, facilitator guides, job aids, assessments, and other instructional resources.
• Analyze business processes, performance gaps, customer feedback, and operational changes to identify training needs.
• Translate complex processes and system functionality into clear, practical learning content.
• Develop new-hire onboarding and ongoing professional development curricula.
• Maintain and update training content to reflect changes in policies, procedures, systems, products, and customer service expectations.
• Apply adult learning principles and instructional design best practices to training development.
• Incorporate hands-on exercises, scenarios, role-playing, knowledge checks, and other interactive learning techniques.
• Facilitate instructor-led, virtual, and blended learning sessions for new hires and existing employees.

Skills

Facilitate instructor-led training

Training materials development

Adult learning principles

Verbal and written communication

Organizational and project management

Translate complex information

Problem-solving and analytical skills

Microsoft Office proficiency

Independent work with cross-functional

Training effectiveness assessment

Education

Bachelor's degree

3+ years in customer service/training

Tools

Microsoft Office

Job description

Herff Jones in Indianapolis is seeking a Sr. Training Specialist to lead the Customer Service training program. You will design engaging curricula, develop learning materials, and deliver instructor-led, virtual, and blended sessions for new hires and existing staff.

You will apply adult-learning principles, translate complex processes into practical content, and partner with CS leadership to measure training effectiveness and drive performance improvements.