Learning and Development - Customer Service Dept. Trainer

Salary Range

$55-65K

100% Remote

Responsible for designing, delivering, and continuously improving training programs that ensure consistent, high quality customer interactions. This role partners closely with the Customer Experience managers to onboard new hires, upskill existing staff, reinforce service standards, and reduce escalations through proactive training. The trainer ensures alignment with departmental SLAs, compliance requirements, internal workflows, and customer experience best practices while driving measurable improvements in performance, quality, and customer satisfaction.

• Develop, maintain, and deliver structured onboarding and ongoing training programs for customer experience staff.
• Facilitate instructor‑led, virtual, and one‑on‑one training sessions covering customer service standards, communication skills, systems usage, workflow processes, and escalation protocols.
• Create and update training materials, job aids, scripts, and reference documentation to reflect current policies, procedures, and system changes.
• Ensure training content aligns with departmental goals, SLAs, quality assurance standards, and customer experience initiatives.
• Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training.
• Use performance metrics, customer feedback, escalation data, and audit results to evaluate training effectiveness and recommend enhancements.
• Support the rollout of new initiatives, systems, or process changes.
• Assist leadership with preparation of staff for operational changes impacting customer experience delivery.
• Maintain accurate records of training completion, certifications, and coaching activities.
• Ensure training documentation remains current and accessible.

• Minimum of three (3) years delivering formal customer service training.
• Prior experience in managing, training, and coaching direct reports.
• Knowledge of adult learning principles and instructional design best practices.
• Strong working knowledge of customer service workflows, escalation management, and issue resolution processes.
• Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (Sales Force, Net Suite, etc.).
• Past experience with video training and LMS software.
• Facilities Maintenance industry preferred.

• Bachelor’s degree in business or related field and/or equivalent experience.

• Paid Time Off
• Paid Holidays
• Sick Time
• Life Insurance
• Short Term Disability – Employer paid
• Long Term Disability
• Supplemental Health Insurance (E.G., Accident)
• 401k plan with a match or Non‑qualified Deferred Compensation Plan
• Pet Insurance
• Perk Spot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.