Customer Service Trainer
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.
- 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
- Bachelor’s degree in business or related field and/or equivalent experience
- 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