What are the responsibilities and job description for the Internal-Customer Service Trainer (Bruceton, TN) position at ZLINE?
ZLINE is seeking a dedicated Customer Service Trainer to support and develop our Customer Experience (CE) and Warranty teams. This role is ideal for an experienced CE representative who excels in coaching, communication, and leadership. As a trainer, you will play a key role in onboarding new hires, providing hands-on coaching, and ensuring team members are equipped with the knowledge and skills to deliver exceptional customer service. When not actively training, you will continue contributing as a CE representative while assisting with audits, feedback, and team support.
If you’re passionate about mentorship and growth, this is the perfect opportunity to elevate your career!
Customer Service Trainer Prerequisites (Required):
- Minimum 1 year of employment with ZLINE
- 40 TAC trailing average over the last 3-6 months
- Passing score (85%) on CE Level 2 Test
- Passing score (85%) on CE Systems Test
- Comfortable with public speaking and presenting
Responsibilities:
- Train new hires during onboarding after completion of L&D
- Assist the team with questions, emails, phone coaching, and support
- Meet regularly with RJ/Randi for NPI updates and communicate changes to teams
- Audit calls and cases, providing coaching and feedback
- Provide feedback on two calls per rep per week using Ali’s Call Scoring Guide, passing notes to leads for direct rep feedback
- Shadow new hires and facilitate hands-on learning by having them shadow experienced reps
- Confidently train up to five people at a time
Performance Metrics:
- 30 TAC Daily (when not training new hires)
- 20 TAC Daily (when actively training new hires)
This position is an elevated CE representative role with additional responsibilities. When not conducting training, the Customer Service Trainer will continue CE work with added support and coaching duties.
