Retail Customer Experience Trainer

Company: Blue Ridge Communications

WFH 2-day Flex Shift: Monday-Friday, 8AM-5PM (other hours as needed) 

Pencor and its subsidiaries are Equal Opportunity Employers

*This is a work from home hybrid opportunity. Our candidate must reside in Pennsylvania and be able to come into our local Contact Center as needed by manager. Work from home status is subject to change based on performance.

Blue Ridge is seeking an enthusiastic, adaptable Trainer to support the growth and development of our retail center and contact center teams. This role is responsible for onboarding new hires, delivering engaging and effective training sessions, assessing performance and supporting ongoing learning initiatives.

Our trainers serve as brand ambassadors, fostering an inclusive learning environment that reflects our company values: Caring, Fun, Approachable and Practical.

As part of a collaborative L&D team, this position contributes to developing and maintaining training content, delivering blended learning programs (in-person and virtual) and supporting continuous improvement initiatives across departments. Traveling regularly to our various retail and contact centers is required.

Our trainers play a vital role in shaping the experience of our team members and ensuring we deliver on our brand promise - A trusted and value connection - Always!

Responsibilities include:

• Delivering in-person and virtual training using a variety of formats (classroom, one-on-one and blended learning)


• Supporting new hires during onboarding and early customer interactions, including escalated customer support


• Fostering a positive, inclusive and engaging learning environment


• Evaluating training needs and providing remedial or performance-based coaching as needed


• Collaborating with leadership to ensure smooth transitions from training to live operations


• Maintaining and updating training materials, manuals, outlines and LMS content


• Documenting and reporting trainee progress, feedback and performance trends


• Partnering with the Project Management team to support the rollout of new products, policies or tools


• Conducting live observations, participating in quality monitoring and contributing to the ongoing enhancement of the customer experience


• Delivering remedial training sessions and retraining efforts


• Assisting with administrative functions such as scheduling, material preparation, equipment readiness and task completion in project management tools (e.g., Basecamp)


• Modeling our brand values and serving as a cultural ambassador to new employees


• Other duties as needed
  

Qualifications:

• High School Diploma or GED


• Minimum of 6 months experience in telecommunications and/or customer service


• Established residency in Pennsylvania


• Valid PA Driver's License and good driving record


• Experience training, teaching and/or team leadership


• Working knowledge of Five9, Calabrio, Zendesk, LMS platforms (Litmos preferred), Project Management Software (Basecamp preferred), iGlass, eero portal, Blitzz, and ICOMS/SLICC & GUI (Netcracker)


• Proficiency in Microsoft Office Suite- Excel, Word, PowerPoint


• Proficiency with OneDrive, Google Docs and Adobe


• Strong Communication Skills - Oral and Written


• Strong Organizational Skills and attention to detail


• Strong Time-Management Skills


• Ability to adapt to varying learning styles and changing priorities


• Ability to be self-motivated and work independently in an effective and efficient manner


• Ability to be open to constructive feedback and committed to continuous learning


• Ability to be flexible with scheduling and traveling within our company footprint on a regular basis