Customer Experience Trainer

James Hardie

Customer Experience Trainer

Location:

Scranton, PA (Keyser Avenue)

POSITION SUMMARY

The Customer Experience Trainer is a key leadership position responsible for overseeing the new hire onboarding and ongoing training of the Customer Experience Teams. This role does not have any direct reports; however, because we "Value Every Individual" the trainer will play a key role in coaching and mentoring team members to be successful in their positions, and partner closely with people managers to identify opportunities for individual growth across the organization.

The trainer will use data insights and feedback to identify training gaps and continually improve the existing training processes, while developing new trainings to level up the team to be "Better Today than Yesterday".

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Training Development & Delivery

* Develop and deliver innovative, comprehensive training programs for new hires and existing employees, using a mix of classroom modules, video presentations, hands-on learning, and interactive sessions. Customize training programs for all key roles across departments, creating personalized learning journeys that prepare employees for their specific roles.

* Prepare and conduct hands-on training seminars, ensuring proper coordination of product materials, assembly requirements, and participant safety.

* Use technology and internal systems to develop and maintain a centralized knowledge base for employee reference and ongoing education.

* Design and facilitate training on company policies, customer service and selling best practices, call center systems, and product knowledge.

* Collaborate with product management and other departments to develop training materials for new products, services, and company initiatives. Take ownership to ensure employees are trained and prepared for new product launches before the first customer contact.

* Introduce fresh training formats to strengthen both technical and soft skills.

* Modernize training programs through new ideas, frameworks, and tools that elevate employee engagement and service quality.

Employee Development & Support

* Provide support and mentoring to new employees, conducting evaluations to identify areas for improvement and tailoring training accordingly.

* Collaborate with department management to assess training needs and schedule appropriate training sessions.

* Develop competency tests for new hires and post-training assessments to ensure knowledge retention and application.

* Utilize internal systems such as Salesforce, Qualtrics, and call recordings to monitor employee performance and ensure compliance with training guidelines.

* Build out a robust soft-skill training curriculum focused on communication, empathy, tone, conversational confidence, selling and problem-solving.

* Coach employees on customer service and selling soft skills and customer engagement strategies to support white-glove, high-touch service, with a focus on lead generation.

* Continually identify training opportunities for existing teams, to further develop and hone skillsets across groups.

Process Improvement & Compliance

* Continuously analyze the effectiveness of training programs and workshops, making improvements to enhance learning outcomes.

* Ensure employees comply with company standards, procedures, and best practices during training sessions.

* Promote a culture of continuous learning by identifying opportunities for training enhancement in alignment with company values and business goals.

* Identify outdated or ineffective processes and recommend more effective, modernized approaches to training and employee development.

* Leverage performance trends, QA feedback, and employee insights to refine training programs and close skill gaps.

Other Responsibilities

* Support other team initiatives by executing other tasks as assigned by department managers. This can include handling escalations, supporting quality monitoring, providing backup support to managers, providing customer support across all channels and more.

* Stay updated on industry trends, customer service best practices, and new training methodologies to improve program effectiveness.

* Create and updates tools and resources to keep frontline team prepared for various customer interactions.

* Act as a thought partner within the CX organization by proactively proposing new ideas, tools, and training opportunities that elevate the customer experience.

* Champion a forward-thinking training culture that blends technical knowledge with exceptional soft-skill development.

Experience, Education and Computer skills:

Education

* 3+ years of experience in a customer service or call center environment, with at least 1-2 years in a training or leadership role…