Key Facts

Remote From:

Anywhere

Category: Customer Training Manager

Full time

Mid-level (2-5 years)

English

Hard Skills

Instructional Design Sales Management Escalation Management Customer Experience Improvement Learning Management Systems Reskilling Training Documentation Training Analysis Employee Onboarding Auditing +16 more

Other Skills

•
Training And Development
•
Coaching
•
Microsoft Office
•
Microsoft Excel
•
Training And Development
•
Adaptability
•
Communication
•
Detail Oriented
•
Reliability

Roles & Responsibilities

Minimum of three (3) years delivering formal customer service training.
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.

Requirements:

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.
Partner with managers to identify skill gaps, performance trends, and recurring customer issues requiring targeted training.

KBS - Kellermeyer Bergensons Services, LLC

About KBS - Kellermeyer Bergensons Services, LLC

Kellermeyer Bergensons Services, LLC (“KBS”), is a trusted partner to leading operations and facility managers across 100,000 client locations throughout North America. We provide essential facility services that deliver healthy operations to businesses through scalable solutions customized to meet client-specific requirements. Our expertise and technology enable our teams to anticipate issues, ensure quality, and maximize efficiency. With decades of experience in facility hygiene, including being on the front lines throughout the COVID-19 crisis, KBS is committed to partnering with clients to Stay Ahead of the Curve™ with the latest advances for maintaining healthy operations. Our Offering: Integrated Facilities Support Services Contract Cleaning Housekeeping and Floor Care Services Landscape Services Parking Lot Services Window Cleaning Services General Facilities Repair Services Leadership: Unmatched industry experience with an agile learning culture -- driving next-generation solutions to customers. IT: Technology leveraged to deliver operating metrics including time and attendance tracking and quality assurance. Financial Strength: One of the largest and most stable private service companies in North America.

Company type: XLarge

Founded: 2018

Company size: 10001

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Job description

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.

LOCATION – this role is 100% remote
SALARY RANGE - $55-65K

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.

Duties and Responsibilities

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

Full-time Benefits
As a full-time KBS employee (30+ hours per week) you may qualify for benefits including medical, dental, vision, prescription drugs, and more!

Paid Time Off
Paid Holidays
Sick Time
Life Insurance
Short Term Disability – Employer paid
Long Term Disability
Supplemental Health Insurance (E.G., Accident)
401k plan with a match or Non-qualified Deferred Compensation Plan
Pet Insurance
PerkSpot Discount Program – discounts on travel, gyms, cell phones, restaurants, auto, apparel & electronics

KBS considers all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity, and expression, marital or military status, or based on an individual's status in any group or class protected by applicable federal, state, or local law. KBS also provides reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.

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