As a Training Specialist, you will play a key role in developing and delivering high-quality training programs designed to equip customer service agents with the knowledge and tools they need to support our customers effectively. Your primary responsibilities will include facilitating engaging training sessions, creating and maintaining instructional materials, and providing ongoing coaching and support. Your main objective is to enhance customer experience by improving the performance, confidence, and productivity of our Customer Service teams.• Facilitate various types of training sessions, both in-person and virtual. This position will require training at two locations in New Jersey (Clifton and Monroe) and is subject to change.
• Facilitate onboarding training for new Customer Service Representatives
• Design and deliver ongoing training sessions, refresher courses, and product or process updates
• Develop and update training materials, manuals, guides, and e-learning modules
• Provide one-on-one or group coaching and mentorship to support agent development
• Evaluate training effectiveness and agent performance through observation and feedback
• Partner with leadership, QA, and operations teams to align training with business goals and performance needs
• Stay current with product changes, system updates, and customer service best practices• 2+ years of experience in a contact center training, coaching, or instructional role
• Experience creating and facilitating both in-person and virtual training sessions
• Strong understanding of customer service principles and operations
• BS/BA degree, teaching/training development-related degree highly desired
• Familiarity with learning principles and instructional design methodologies
• Proficient with training tools and platforms (e.g., LMS, PowerPoint, Articulate, e-learning software)
• Strong organizational and time-management abilities
• High attention to detail and adaptability in a fast-paced environment
• Excellent written, presentation, and facilitation skills, with the ability to engage and motivate learners.
• Ability to manage multiple projects simultaneously with attention to detail.
• Strong communication and interpersonal skills, with the ability to work effectively and establish credibility with diverse groups of people.

Expected Behaviors

• Customer-Focused: Keeps customer experience at the center of training efforts
• Proactive: Anticipates training needs and takes initiative to address them
• Collaborative: Builds strong partnerships across teams and values feedback
• Clear Communicator: Explains concepts effectively to a wide range of learners
• Supportive Coach: Provides constructive feedback and encouragement to help others grow
• Detail-Oriented: Ensures accuracy in materials and consistency in delivery
• Continuous Learner: Stays up to date on trends in customer service and training practicesCustomer Service & Support