Sales Excellence Trainer

POSITION SUMMARY

The Sales Excellence Trainer is a field-first, high-travel role responsible for training and coaching our in-home comfort advisors, technicians, and CSRs/booking agents. You'll inherit existing playbooks and scripts, systematize them into a scalable training curriculum, create new content, and spend the majority of your time in branches making sure it's being executed. This is not a classroom-only role — we need someone who can ride along with a tech at 8am and run a CSR coaching session by noon.

Reports to:

Director of Operations

Travel: 80% (multi-state branch visits)

Field Coaching & Execution

• Conduct regular branch visits including ride‑alongs with technicians, live call listening with CSR teams, and shadowing sessions with comfort advisors
• Provide real‑time, in‑the‑moment coaching — observe, score, coach, and re‑score on a defined cadence
• Certify branch and employee readiness before deploying new playbooks or scripts
• Partner with branch General Managers to reinforce training standards between visits

Content Creation & Curriculum Development

• Build and maintain a trade‑specific training library (HVAC, plumbing, electrical) with purpose‑built content by role
• Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts
• Record role‑play demonstrations for LMS use, including strong, average, and weak examples
• Audit existing playbooks — keep what works, rewrite what doesn’t, and build a content roadmap to close gaps
• Produce ride‑along scorecards, field reference guides, and coaching checklists for branch managers to use independently

Audience‑Specific Training Programs

• In‑Home Comfort Advisors: full‑cycle sales process, discovery questioning, proposal delivery, financing conversations, and follow‑up cadence
• Technicians: in‑home presentation skills, options‑based selling, membership upsell techniques, and trust‑building by trade
• CSRs / Booking Agents: call conversion, scripting, urgency creation, price objection handling, and appointment accuracy

Content Systematization

• Convert tribal knowledge and informal playbooks into documented, scalable systems
• Use performance data to identify training gaps and build content to close them
• Package training content into role‑specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently

• CSR booking rate by branch
• Technician average ticket value and options‑presented rate
• Membership / maintenance agreement attach rate
• Comfort advisor conversion rate
• Percentage of workforce trained and certified on current playbooks
• New hire time‑to‑productivity by role

• 3–7 years of sales training experience in home services, field service, or a related trade industry — direct exposure to technician, CSR, or in‑home sales environments required
• Demonstrated ability to create training content from scratch: scripts, playbooks, objection handling guides, and role‑play scenarios
• Skilled facilitator and live coach with the ability to run group sessions and one‑on‑one coaching in the field
• Experience with field service management platforms;
  Service Titan strongly preferred
• Comfortable using performance data to prioritize and target coaching efforts
• Ability and willingness to travel 80% of the time across multiple U.S. states — this is a firm requirement

• Prior experience in a PE‑backed or multi‑location home services environment
• Familiarity with membership / maintenance agreement sales programs
• Experience building or managing content within an LMS platform

Columbia Home Services is an equal opportunity employer.