Customer Service Trainer Job Description
Customer service trainers are experienced customer service representatives who have transitioned into the training world. They train new and experienced customer service employees. This is a skilled, full-time position that requires candidates who are upbeat and enjoy working with people. Customer service trainers typically work in a classroom environment and may also work alongside customer service employees in call centers or retail stores.
Customer Service Trainer Duties and Responsibilities
Customer service trainers vary the way they train depending on the company they work for, but typically they perform the same duties regardless of industry or company. Successful trainers usually perform these tasks:
Conduct Training Classes
Customer service trainers conduct training classes. They schedule classes, often traveling to offices or classrooms to deliver the training. As classes vary in size, customer service trainers adjust their training style to accommodate large and small classes.
Build Training Classes
Customer service trainers usually build their own training classes, building on their own experiences during their time as customer service representatives. Building a training class typically involves creating supporting documentation and materials, as well.
Classrooms need to be managed efficiently to keep things moving on schedule. Customer service trainers use a variety of methods, taking into account different learning styles.
Track and Report Training Success
Customer service trainers conduct surveys and evaluations to ensure their training materials are effective and their students are retaining the information. Once they have gathered enough data on training success, trainers report their findings to their appropriate supervisors.
Create and Manage Training Budget
Customer service trainers create and manage the training budget. They account for printed training materials and goodies that they hand out during the classes. Trainers submit the training budget to upper management.
Customer Service Trainer Skills and Qualifications
Successful customer service trainers have a passion for teaching people skills that are directly relevant to their professional success. They believe strongly in the value of good customer service and its effect on a company’s success. Employers look for customer service trainer candidates who hold a bachelor’s degree in English, instructional design, or another relevant field. Previous customer service experience is also a must. Most customer service trainers started their careers as customer service representatives. Employers look for trainers who possess the following skills:
- Instructional design – customer service trainers develop training curriculum and supporting materials such as eLearning modules and role-playing exercises
- Training experience – successful candidates have experience teaching others to be good customer service employees; this may come from their time as a mentor or through formal training experience
- Decision-making – customer service trainers base training on the needs of the company and the students
- Communication skills – customer service trainers are excellent communicators, able to clearly communicate their ideas
Tools of the Trade
Customer service trainers usually work with the following tools and programs as part of their daily job routine:
- eLearning software (Captivate, Articulate, Camtasia)
- Microsoft Office Suite
- Presentation software
- Classroom hardware/tools (projectors, laser pointers, etc.)
Customer Service Trainer Education and Training
Customer service trainers can obtain employment with a bachelor’s degree in instructional design, English, business, or other relevant areas. Courses in these degree programs cover writing, curriculum design, and the use of eLearning software. Some employers might require or prefer certain training certifications, such as the ATD Master Trainer certification.
When hired, some customer service trainers may be asked to go through a train-the-trainer academy to develop the skills listed above.
Customer Service Trainer Salary and Outlook
The Bureau of Labor Statistics (BLS) lists the median annual salary of customer service trainers as $59,000, depending on experience. Trainers with more experience earn as much as $100,000 per year. Entry-level trainers may experience lower salaries, with the lowest 10 percent earning around $32,000 per year. The BLS expects customer service trainer jobs to continue to grow as much as 11 percent over the next decade, which is much faster than other industries. The advent and evolution of eLearning have contributed to this growth.
Customer service trainers usually receive comprehensive benefits packages that include health, dental, and vision insurance, as well as a set amount of vacation and sick time every year. Trainers also usually receive per diem, lodging, and mileage compensation while they are traveling for training purposes.
If you’re interested in starting a career as a customer service trainer, take some time to check out these helpful resources:
Association for Training Development – Largely considered as one of the best training development resources, the ATD is dedicated to creating a world that works better through good training. Its mission is “to empower professionals to develop talent in the workplace.” You can get certified as a Master Trainer with the ATD, and you can read through a variety of helpful training resources on their website.
Training – This print and online magazine is a wonderful resource for both new and experienced customer service trainers. The website features podcasts, webinars, and newsletters, among other resources, that can help you get up to speed with the most current training tends.
Customer Service Training 101: Quick and Easy Techniques That Get Great Results – Full of practical techniques that your students can apply directly to their jobs, this book is an amazing resource for any customer service trainer. Every lesson comes in a step-by-step format that is easily adapted to any classroom.
The Big Book of Customer Service Training Games – This book is a fun resource you can use directly in your classroom. It contains a variety of customer service games to help your students roleplay and learn essential customer service skills. Trainers who have purchased this book rave about the ways it changed their classrooms for the better.
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