Trainer, Customer Experience Operations

Trainer, Customer Experience Operations

About KBS

Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including retail, industrial and logistics, healthcare, education, manufacturing, and more—maintain clean, efficient, and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

If this sounds like you, then why wait, APPLY TODAY!!

This is a 100% remote opportunity anywhere in the U.S.

Position Summary

Responsible for designing, delivering, and continuously improving training programs that ensure consistent, high quality customer interactions. This role partners closely with the Customer Experience managers to onboard new hires, upskill existing staff, reinforce service standards, and reduce escalations through proactive training. The trainer ensures alignment with departmental SLAs, compliance requirements, internal workflows, and customer experience best practices while driving measurable improvements in performance, quality, and customer satisfaction.

Essential Duties and Responsibilities

Job responsibilities include but are not limited to:

• Develop, maintain, and deliver structured onboarding and ongoing training programs for customer experience staff.
• Facilitate instructor led, virtual, and one-on-one training sessions covering customer service standards, communication skills, systems usage, workflow processes, and escalation protocols.
• Create and update training materials, job aids, scripts, and reference documentation to reflect current policies, procedures, and system changes.
• Ensure training content aligns with departmental goals, SLAs, quality assurance standards, and customer experience initiatives.
• Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training.
• Use performance metrics, customer feedback, escalation data, and audit results to evaluate training effectiveness and recommend enhancements.
• Support the rollout of new initiatives, systems, or process changes.
• Assist leadership with preparation of staff for operational changes impacting customer experience delivery.
• Maintain accurate records of training completion, certifications, and coaching activities.
• Ensure training documentation remains current and accessible.

Experience Required:

• Minimum of three (3) years delivering formal customer service training.
• Prior experience in managing, training, and coaching direct reports
• Knowledge of adult learning principles and instructional design best practices.
• Strong working knowledge of customer service workflows, escalation management, and issue resolution processes.
• Advanced experience with Microsoft Office, with an emphasis on Excel as well as experience with other business technology applications (SalesForce, NetSuite, etc.)
• Past experience with video training and LMS software
• Facilities Maintenance industry preferred

Education:

• Bachelor’s degree in business or related field and/or equivalent experience

Travel: <5%