Contact Center Trainer

1 week ago

Charlotte NC United States Vertex Service Partners Full time

Company Overview:

At Vertex Service Partners, we’re building the largest and most successful residential home services brands in the country. With financial backing from Alpine Capital and a commitment to being the employer, contractor and partner of choice, we’re poised for rapid growth. Our brands are known for their strong community ties, quality service, and commitment to being the best place to work. We believe that people are the driving force behind our success, and we strive to create a culture where talent thrives.


Location: Charlotte, NC (Hybrid) - 6525 Carnegie Blvd, Charlotte NC 28211


Job Summary:

The Contact Center Trainer plays a crucial role in enhancing Vertex’s expanding customer care operations nationwide. This role focuses on delivering impactful training sessions, developing and executing training strategies, and fostering an environment of continuous learning to optimize contact center performance and employee retention across multiple sites. As a fast-growing company, Vertex seeks an experienced trainer who can effectively communicate concepts through verbal and non-verbal cues, provide constructive feedback, and drive engagement. The ideal candidate will be adept in communication, customer service, and sales, with a proven ability to work both independently and as part of a team. This role requires a strategic thinker who can adapt to change and implement initiatives that align with key operational, financial, and customer KPIs.


Key Responsibilities:

  • Collaborate with Contact Centers Nationwide: Partner with contact center teams across the country to achieve key business metrics (Sales Bookings, ASA, AHT, productivity, efficiency, quality, accuracy, and customer satisfaction).
  • Training Development and Delivery: Use strong written and oral communication skills to design and deliver training sessions for new hires and ongoing skills training, including remote training as needed.
  • Performance Measurement and Reporting: Evaluate training effectiveness and compile reports on individual and team progress to support performance improvement.
  • Create and Update Training Materials: Develop contact center training resources, including manuals, call scripts, call flows, and quick-reference guides.
  • Sales and Customer Service Integration: Work closely with the sales team to incorporate best practices and techniques into the training program to support a sales-driven approach.
  • Continuous Improvement and Innovation: Drive improvements within training, learning, and development processes to elevate customer experiences, employee engagement, and overall performance.
  • Training Schedule Management: Partner with leadership to schedule and conduct training sessions, maintaining an organized program schedule and calendar.
  • Other Duties as Assigned


Requirements:

  • Experience: Minimum of 3 years as a contact center trainer, preferably in a fast-paced, sales-focused environment, including experience with remote training.
  • Technology: At least 1 year of experience with Five9 or a similar contact center technology platform.
  • Core Skills: Exceptional communication, presentation, facilitation, interpersonal, feedback, leadership, conflict resolution, teamwork, change management, and motivational skills.
  • Sales and Customer Service Knowledge: Strong understanding of sales techniques and customer service best practices.
  • Teaching and Mentoring: Demonstrated teaching and mentorship abilities, along with experience in supporting quality and workforce management.
  • Adaptability: Comfortable working in a fast-paced, entrepreneurial environment with a high degree of change and ambiguity.
  • Travel: Willing to travel up to 30%.


Preferred Qualifications:

  • Education: Bachelor’s degree.
  • Software Experience: 2+ years of ServiceTitan experience.
  • Implementation Experience: Five9 implementation experience.
  • Learning Management Systems: Familiarity with learning management platforms.


This role is ideal for a dynamic trainer who thrives in fast-paced environments and is eager to make a significant impact on Vertex’s customer care operations.

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