Customer Service Training Coordinator Job Description [Updated for 2025]

In today’s customer-centric business environment, the need for Customer Service Training Coordinators is more crucial than ever.

As businesses continue to evolve, the demand for skilled professionals who can develop, refine and implement effective customer service training programs is on the rise.

But what exactly is expected of a Customer Service Training Coordinator?

Whether you are:

• A job seeker aiming to understand the heart of this role,
• A hiring manager drafting the perfect candidate profile,
• Or simply curious about the intricacies of customer service training coordination,

You’ve come to the right place.

Today, we present a customizable Customer Service Training Coordinator job description template, tailored for easy posting on job boards or career sites.

Let’s dive right in.

Customer Service Training Coordinator Duties and Responsibilities

Customer Service Training Coordinators are responsible for ensuring that the company’s customer service team is well versed and updated with the company’s products or services.

They are also responsible for handling customer complaints, providing appropriate solutions, and following up to ensure resolution.

Customer Service Training Coordinators have the following duties and responsibilities:

• Develop and coordinate training programs for new and existing customer service staff
• Facilitate and conduct training sessions on customer service protocols and procedures
• Evaluate training effectiveness and make necessary adjustments for continuous improvement
• Work closely with management and other departments to understand updates and changes in products or services
• Ensure customer service staff are knowledgeable about the company’s products or services
• Create training materials, manuals, and guidelines for customer service staff
• Monitor customer service interactions and provide feedback and coaching to improve customer service skills
• Assist with the resolution of complex customer service issues
• Stay updated with the latest trends and best practices in customer service training

 

Customer Service Training Coordinator Job Description Template

Job Brief

We are searching for a dedicated and experienced Customer Service Training Coordinator to join our team.

The primary role will be developing and implementing training programs that will foster excellent customer service standards within our organization.

The ideal candidate should possess a strong understanding of customer service practices, excellent communication skills, and the ability to train and motivate staff.

 

Responsibilities

• Develop and implement customer service training programs
• Monitor and evaluate the impact of training on employee skills and KPIs
• Conduct regular audits and assessments of service desk to determine training needs
• Coordinate with management to identify company training needs
• Schedule appropriate training sessions for all customer service staff
• Oversee and direct seminars, workshops, individual training sessions, and lectures
• Prepare educational material such as module summaries, videos etc
• Track employee performance and response to training
• Ensure the quality and consistency of course content throughout a course life cycle
• Manage the technologies and technical personnel required to develop, manage and deliver training

 

Qualifications

• Proven experience as a Customer Service Training Coordinator, Trainer, or similar role
• Hands-on experience coordinating multiple training events in a corporate setting
• Extensive knowledge of instructional design theory and implementation
• Experience with e-learning platforms
• MS Office proficiency
• Strong communication skills
• BS degree in Education, Training, HR or related field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Customer Service Training Coordinator
• Work Environment: Office setting with options for remote work. Some travel may be required for training sessions or conferences.
• Reporting Structure: Reports to the Training Manager or Customer Service Manager.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $45,000 minimum to $65,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What Does a Customer Service Training Coordinator Do?

A Customer Service Training Coordinator is responsible for developing and implementing training programs specifically designed for customer service employees within a company.

Their primary role is to enhance the skills and knowledge of the customer service team so that they can provide high-quality service to customers.

This often involves analyzing current training methods, identifying gaps in knowledge or skills, and creating and implementing new training programs to fill those gaps.

They may use a variety of training methods, including in-person workshops, online webinars, and one-on-one coaching sessions.

They often develop training materials such as manuals, handbooks, and online resources to support the learning process.

In addition, they are responsible for evaluating the effectiveness of these training initiatives, gathering feedback, and making necessary adjustments to improve the programs.

They also ensure that all training activities are compliant with company policies and regulatory guidelines.

The Customer Service Training Coordinator may also collaborate with other departments such as human resources and management to align the training initiatives with the company’s overall goals and objectives.

Finally, they may be required to manage training schedules, monitor participant progress, and document and report on training outcomes.

 

Customer Service Training Coordinator Qualifications and Skills

A proficient Customer Service Training Coordinator should possess the qualifications and skills that align with the job role, such as:

• Exceptional interpersonal and communication skills for effective delivery of training sessions and to liaise between management, customer service staff, and clients
• Experience with training methods and techniques to facilitate engaging learning environments and to keep staff updated with the latest customer service trends and best practices
• Problem-solving skills to identify areas of improvement in customer service and to develop strategies to address them
• Strong organizational and multitasking abilities to manage multiple training schedules and programs simultaneously
• Proficiency in using relevant technology, including customer relationship management (CRM) systems and e-learning platforms
• Leadership skills to motivate and guide customer service teams and to foster a positive learning environment
• Knowledge of customer service principles and practices to effectively train staff and ensure consistency in service delivery
• Strategic planning skills to devise and implement effective training programs that align with the organization’s goals and objectives

 

Customer Service Training Coordinator Experience Requirements

Customer Service Training Coordinators are typically required to have a bachelor’s degree in Business Administration, Human Resources, or related field.

However, some companies may prioritize work experience over formal education.

For entry-level positions, candidates may need 1 to 2 years of experience in customer service or a related field.

Experience can be gained through part-time jobs, internships, or voluntary roles that involve substantial customer interaction.

Candidates with 2 to 3 years of experience usually have a deeper understanding of customer service principles and practices.

They may have worked as a Customer Service Representative or in a similar role, and are expected to have developed strong communication and problem-solving skills.

Those with more than 5 years of experience are typically ready for more advanced roles.

They may have gained experience in designing and conducting training programs, handled a team, or have been involved in strategic planning.

Their background may include roles such as Customer Service Supervisor, Training Specialist, or even a Training Manager.

For senior roles, companies may require the candidate to have a proven track record in developing and implementing customer service training modules and programs.

Moreover, they should have demonstrated the ability to evaluate the effectiveness of these programs and modify them accordingly to ensure continuous improvement.

 

Customer Service Training Coordinator Education and Training Requirements

A Customer Service Training Coordinator generally requires a bachelor’s degree in Business Administration, Human Resources, or a related field.

They need to have a solid understanding of customer service principles, methods, and techniques.

Candidates should also be familiar with the organization’s products and services, as well as the policies and procedures related to customer interactions.

Experience in a customer service role or training and development is generally required.

Proficiency in using customer relationship management (CRM) software and other relevant computer applications is also necessary.

In addition to their degree, some positions may require customer service certification, such as the Certified Customer Service Professional (CCSP) or the Certified Professional in Learning and Performance (CPLP).

Customer Service Training Coordinators should also pursue continuous learning opportunities to stay up-to-date with best practices in customer service and training methods.

Those interested in higher-level or leadership positions may benefit from an advanced degree in business administration, organizational development, or a related field.

Also, possessing professional certifications can demonstrate commitment to the role and a high level of expertise in customer service coordination.

 

Customer Service Training Coordinator Salary Expectations

A Customer Service Training Coordinator earns an average salary of $49,270 (USD) per year.

The actual salary can vary depending on experience, geographical location, and the specific industry in which they are employed.

 

Customer Service Training Coordinator Job Description FAQs

What skills does a Customer Service Training Coordinator need?

A Customer Service Training Coordinator should have strong communication skills, with the ability to effectively instruct and educate employees.

They should also have excellent organizational skills and the ability to plan, develop, and implement training programs.

Other important skills include problem-solving, leadership, and the ability to evaluate the effectiveness of training programs.

 

Do Customer Service Training Coordinators need a degree?

While it’s not always mandatory, many Customer Service Training Coordinators have a degree in business, human resources, or a related field.

Having a degree can provide an advantage in understanding organizational behavior and management principles.

However, extensive experience in customer service or training could also be sufficient for some employers.

 

What should you look for in a Customer Service Training Coordinator resume?

A Customer Service Training Coordinator resume should clearly highlight the individual’s experience in customer service and training roles.

Look for mentions of specific training programs they have developed or managed, as well as any improvements in customer service metrics that resulted from their training efforts.

Certifications in professional training or customer service can also be a plus.

 

What qualities make a good Customer Service Training Coordinator?

A good Customer Service Training Coordinator is a strong leader who can motivate and inspire others.

They should be patient and adaptable, with the ability to modify training methods to suit different learning styles.

A good coordinator is also proactive and creative, constantly seeking new ways to improve customer service skills and knowledge.

 

What are the daily duties of a Customer Service Training Coordinator?

On a typical day, a Customer Service Training Coordinator may be involved in assessing the training needs of the organization, developing and implementing training programs, and evaluating their effectiveness.

They might also spend time mentoring or coaching individual employees, maintaining records of training activities, and staying updated on the latest customer service trends and best practices.

 

Conclusion

And there you have it.

Today, we’ve revealed the true essence of being a Customer Service Training Coordinator.

And guess what?

It’s not just about handling complaints.

It’s about shaping the future of customer experience, one training session at a time.

With our comprehensive Customer Service Training Coordinator job description template and real-world examples, you’re all geared up to make a move.

But why stop there?

Go beyond the basics with our job description generator. It’s your ultimate tool for crafting detailed job listings or refining your resume to perfection.

Remember:

Every interaction is a piece of the larger customer service puzzle.

Let’s sculpt that future. Together.

How to Become a Customer Service Training Coordinator (Complete Guide)

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