CSR Training Support Coach
- Boise, ID
- $70,000-75,000 per year
- Permanent
- Full-time
Location: Remote/Hybrid (up to 50% travel - Must live in Washington, Oregon, Idaho or California)
Salary Range: $70,000 - $75,000 (DOE) + Performance Bonuses
Benefits: 401(k), Medical/Dental/Vision, Paid Time OffWe are seeking a dynamic and motivated CSR Training Support Coach to join our team. This performance-based position will be responsible for training and supporting Customer Service Representatives (CSRs) to help them meet or exceed established benchmarks and KPIs related to customer service and lead/booking conversions. The ideal candidate will possess a blend of exceptional customer service skills and training expertise, with a passion for empowering others to achieve their best. Additionally, this person will serve as a liaison between the brands, program lead, and the Senior Director of Training and Development, ensuring alignment and communication across teams.Key Responsibilities:
- Deliver engaging one-on-one and group training sessions that equip CSRs with the skills needed to enhance customer experience and improve lead conversion/bookings.
- Train CSRs on effective communication techniques and call flow utilization to ensure professional and courteous interactions with customers.
- Guide CSRs in utilizing Service Titan or other cloud-based software platforms to accurately categorize and track in-bound opportunities.
- Monitor the progress of CSRs on a weekly basis, providing constructive feedback and ongoing support to ensure continuous improvement.
- Utilize Service Titan and additional data points to customize training content
- Evaluate training effectiveness through performance metrics and feedback, making necessary adjustments to training programs to meet evolving business needs.
- High-Quality Communication Skills:Ability to articulate ideas clearly and effectively in both verbal and written formats.
- Phone Skills:Demonstrated track record of exceptional customer service, including handling high call volume, adhering to a call flow, accurately collecting relevant customer data, resolving customer concerns or complaints, and targeted cross selling performance.
- Technical Proficiency:Experience with Service Titan or other cloud-based software platforms tailored for managing trade businesses, including dispatching, scheduling, marketing, reporting, and call booking.
- Customer-Centric Attitude:A genuine passion for delivering excellent customer service with an upbeat and friendly demeanor.
- Interpersonal Skills:Strong ability to empathize with customers, building rapport and trust to enhance the customer experience.
- Problem-Solving Abilities:Exceptional skills in addressing customer issues and finding effective solutions in a fast-paced environment.
- Organizational Skills:Highly organized with the capacity to manage multiple priorities and meet deadlines without compromising quality.
- Attention to Detail:Diligent in ensuring accurate and thorough documentation of customer interactions and training progress.
- Collaboration Skills:Ability to work effectively with diverse teams, fostering a collaborative environment to achieve shared goals.
- Proven experience in customer service, preferably within the HVAC, Plumbing, or Electrical industries.
- Previous experience in a training or coaching role is highly desirable.
- Strong understanding of customer service metrics and KPIs.
- Willingness to travel up to 50% of the time for training sessions and team support.