Customer Service Trainer at Heatcraft… · Richardson

Summary: Heatcraft Worldwide Refrigeration, a part of Lennox, is dedicated to providing innovative climate-control solutions. They are seeking a Customer Service Trainer to design and deliver training programs for Warranty and Consumer Support teams, enhancing performance and ensuring a high-quality customer experience. Responsibilities: - Design, develop, and facilitate moderately complex training programs for Warranty and Consumer Support representatives, team leads and supervisors, related to: - Warranty and consumer policies, procedures, and compliance requirements - New products, services, systems, and tools impacting warranty and consumer workflows - Customer experience, soft skills, and service standards - Process changes, quality initiatives, and performance improvement efforts - Create and maintain training content across multiple formats, including instructor-led training, virtual sessions, job aids, resource guides, and self-paced learning materials tailored to warranty and consumer support audiences - Partner with Quality Assurance to analyze performance trends, call and case evaluations, error data, warranty claim trends, and customer feedback to identify training needs and improvement opportunities - Track, analyze, and evaluate training effectiveness through post-training performance reviews, coaching outcomes, and operational metrics within Warranty and Consumer Support - Provide targeted coaching and real-time feedback to representatives based on recorded calls, emails, or case reviews; support supervisors in reinforcing effective coaching strategies - Support supervisors and leaders by identifying individual and group development needs and recommending appropriate training or coaching interventions - Act as a training liaison to improve the coaching, feedback, and development capabilities of supervisors and team leads within Warranty and Consumer Support - Collaborate with cross-functional partners (e.g., Quality, Knowledge Management, IT, Product, Operations) to support change initiatives, system implementations, and continuous improvement efforts impacting warranty and consumer processes - Develop, maintain, and update departmental knowledge resources, including searchable knowledge bases, reference materials, and customer service tools relevant to Warranty and Consumer Support - Contribute to mentoring, onboarding, and cross-training initiatives to support skill development, coverage flexibility, and talent growth - Participate in special projects related to training strategy, process improvement, quality enhancement, or customer experience initiatives - May perform temporary supervisory or lead responsibilities for new-hire training groups or extended training programs outside the classroom environment Required Qualifications: - Bachelor's degree or an equivalent combination of education and relevant experience - Minimum of 1 year of related experience in training, coaching, quality, customer service, warranty, consumer support, or a related field - Strong customer experience and service orientation, particularly within warranty and consumer environments - Demonstrated ability to design, deliver, and evaluate effective training programs - Ability to analyze performance data and translate insights into targeted learning solutions - Excellent verbal, written, and presentation skills, with the ability to communicate technical, policy, and procedural information clearly - Strong problem‑solving, prioritization, and organizational skills - Proficiency in Microsoft Excel and PowerPoint; experience with enterprise systems (e.g., SAP) and learning tools preferred - Ability to work independently while collaborating effectively across teams Preferred Qualifications: - Experience with enterprise systems (e.g., SAP) and learning tools Required Skills: Training program design, Customer service orientation, Performance data analysis Important Skills: Microsoft Excel, Microsoft PowerPoint Benefits: Tuition reimbursement, Medical, dental, and vision insurance, Prescription drug coverage, 401(k) retirement plan, Short-term disability insurance, 8 weeks paid birthing leave, 2 weeks paid bonding leave, Life and long-term disability insurance, 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, 3 floating holidays per year