Customer Service Training Spec

Riviera Beach, FL

Air Transportation

About the position

Responsible for developing, implementing, and maintaining comprehensive training programs for customer service representatives and documentation teams. Responsible for creating engaging learning experiences that enhance team performance and documentation standards. Serves as primary point of contact for new hires to help navigate the company. In addition, responsibilities will encompass both new hires and experienced staff to ensure consistent skill development across all experience levels.

Responsibilities

• Designs and develops comprehensive training curricula, including e-learning modules, classroom sessions, and hands-on workshops focused on customer service excellence
• Creates and maintains training documentation, user guides, and standard operating procedures that align with company policies and best practices
• Conducts needs assessments to identify skill gaps and develop targeted training solutions
• Facilitates both virtual and in-person training sessions for new hires and existing staff
• Evaluates training effectiveness through assessments, feedback collection, and performance metrics
• Manages the full training lifecycle from needs analysis through development, delivery, and evaluation
• Maintains training calendar and coordinate scheduling with department managers
• Tracks completion rates and certification status for required training programs
• Generates regular reports on training metrics and program effectiveness
• Updates and revises training materials to reflect new products, services, or procedures
• Develops and maintains a comprehensive knowledge base of customer service procedures and best practices
• Creates and updates standard operating procedures (SOPs) for customer service processes
• Collaborates with subject matter experts to ensure accuracy of training content
• Implements version control systems for training materials and documentation
• Maintains digital training library and learning management system (LMS)

Requirements

• High School Diploma or equivalent
• 10+ years of experience working in Tropical's Customer Service and/or Documentation Dept
• Valid Local Driver's License