Customer Experience Trainer

Company: Blue Ridge Communications

WFH 3-day Flex Shift: Monday-Friday, 8AM-5PM (other hours as needed)

Pencor and its subsidiaries are Equal Opportunity Employers

*This is a hybrid work-from-home opportunity. Our candidate must reside in Pennsylvania and be able to report to a local Contact Center as required by management. Work-from-home status may be adjusted based on performance.

Blue Ridge is seeking an enthusiastic, dependable, and adaptable Customer Experience Trainer to support the growth and development of our customer-facing teams. This role is responsible for onboarding new hires, delivering engaging and effective training programs, assessing performance, and supporting ongoing learning initiatives that enhance both the employee and customer experience.

The ideal candidate will be a highly collaborative professional who thrives in a dynamic environment and demonstrates flexibility in responding to changing business needs, priorities, and learning requirements. Success in this role requires a strong commitment to professionalism, accountability, and teamwork, along with the ability to build positive relationships across all levels of the organization.

As a Customer Experience Trainer, you will serve as a brand ambassador and trusted resource for new and existing employees. You will foster an inclusive, engaging, and supportive learning environment that reflects our company values of Caring, Fun, Approachable, and Practical while promoting a culture of continuous learning, collaboration, and excellence.

This role requires a team-first mindset, a willingness to support business needs across departments, and the ability to adapt training approaches to varying learning styles and operational demands. The Customer Experience Trainer must consistently model the behaviors and standards expected of all employees, serving as an example of professionalism, positivity, flexibility, and exceptional customer focus.

Key Responsibilities

• Deliver engaging training sessions using a variety of formats, including classroom, virtual, one-on-one, and blended learning approaches
• Facilitate onboarding programs and support new hires through early-stage customer interactions
• Foster a positive, inclusive, and engaging learning environment that encourages participation and growth
• Assess learner performance and provide ongoing coaching, feedback, and remedial training as needed
• Collaborate with leadership to ensure seamless transition from training to live operations
• Maintain and update training materials, manuals, job aids, and LMS content
• Track, document, and report trainee progress, feedback, and performance trends
• Partner with cross-functional teams to support the rollout of new tools, processes, products, or policies
• Conduct live observations and participate in quality monitoring to identify coaching and training opportunities
• Lead retraining and upskilling initiatives to address performance gaps
• Support administrative training functions, including scheduling sessions, preparing materials, and maintaining training tools and systems
• Serve as a cultural ambassador by modeling company values and promoting an exceptional employee and customer experience
• Travel to company locations as needed to support training initiatives
• Perform other duties as assigned

Qualifications

• High School Diploma or GED required
• Minimum of 6 months of experience in customer service, telecommunications, or a related customer experience environment
• Established residency in Pennsylvania
• Valid PA Driver’s License with a good driving record
• Experience in training, facilitation, coaching, or team leadership preferred

Technical Skills

• Experience with contact center and CX platforms (e.g., Five9, Calabrio, Zendesk or similar tools)
• Familiarity with Learning Management Systems (Litmos preferred)
• Experience with project management tools (Basecamp preferred)
• Proficiency in Microsoft Office 365 Suite (Excel, Word, PowerPoint, SharePoint)

Core Competencies

• Strong Communication Skills – Oral and Written
• Excellent Organizational Skills and attention to detail
• Effective Time Management Skills and ability to manage multiple priorities
• Ability to adapt training approaches to different learning styles
• Self-motivated with the ability to work independently and collaboratively
• Open to feedback and committed to continuous improvement
• Flexible and able to adapt to changing priorities and schedules
• Ability to travel for in-person work multiple times per week/month

Why This Role Matters

Customer Experience Trainers play a critical role in shaping how our employees engage with customers. By equipping teams with the knowledge, skills, and behaviors needed to succeed, this role directly contributes to delivering on our brand promise: “A trusted and valued connection — Always.”

Application Deadline: 7/20/26