Customer Service Training and Development Specialist

Customer Service Training and Development Specialist

Teachers of Tomorrow seeks a specialist who is an experienced, passionate learning and development professional skilled in creating and executing training materials and reference documents (job aids, knowledge base articles, process guides), for both new and experienced call center agents, and support employees in providing an amazing experience to our customers – future teachers.  

Who We Are

Located in Houston, Texas, Teachers of Tomorrow is the leading national alternative certification program (ACP) provider with plans of continued growth in 2025! Through quality instruction and unparalleled support – Teachers of Tomorrow provides the most effective preparation for educators to make a meaningful difference in the lives of their students. To find out more https://www.teachersoftomorrow.org 

About the Position

The Customer Service Training and Development Specialist supports Enrollment and Program Advisors who work directly with our candidates and interns to ensure they are able to successfully progress through the Teachers of Tomorrow certification program and become teachers. 

The successful candidate must have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch trainer should be a friendly, approachable individual with effective teaching and communication skills with experience teaching in a remote environment. Salary range: $55k-$60k

• Key Responsibilities

• Assess training and development needs for enrollment and program advisors through continuous surveys and focus groups, observations, interviews, and communication with advisors, managers, and customer representatives. 
• Prepare procedures and policies regarding sales and customer service techniques and appropriate agent conduct, such as objection handling.
• Develop, create, organize, plan, and present skills training through unique course curriculum, digital presentations, procedure manuals, guides, and instructional videos.
• Schedule and conduct training sessions on various call center topics to prepare, support, and continuously develop new and existing employees.
• Coordinate with team leaders and managers to conduct on-the-job coaching.
• Measure the effectiveness of training and development programs through assessments, surveys, and feedback sessions  
• Maintain records of training and development activities, attendance, assessments, and progress reports
• Ensure employees maintain high levels of customer satisfaction and productivity. 
• Maintain knowledge of current trends in training and development

What We are Looking For

• Ability to travel extensively on a periodic basis, depending on business needs. 
• At least 4 years’ experience working as a trainer in a call center environment.
• Familiarity with learning management systems, such as Google Classroom, Blackboard, Canvas, and Schoology. 
• A bachelor's degree in Training and Development, Education, Human Resources, or a related field is strongly preferred.
• Additional certification in eLearning software or adult education and training is desirable.
• Excellent knowledge of sales techniques and customer service best practices is required. 
• Strong teaching abilities and mentoring skills. 
• Good verbal and written communication, interpersonal, and conflict resolution skills. 
• Ability to provide leadership to personnel in a fast-paced and stressful work environment. 

What We Offer

We understand that our people are the most important factor to our success. As a result, we value and invest in our people through:

• Affordable Medical, Dental, and Vision for employees (with buy-up options)
• Employer-Paid STD and Basic Life/AD&D
• 401(k) with employer matching
• Voluntary Benefits available
• Flexible PTO Plan
• 12 Paid Holidays annually
• Personal and Professional Development

Teachers of Tomorrow is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you require assistance to complete this application, please contact our HR Team at Peopleandculture@teachersoftomorrow.org or by phone at 713-458-1662.