What does a customer service trainer do?
A customer service trainer is responsible for training new and experienced customer service staff, providing them with the best strategies and techniques to handle customers' inquiries and concerns. They also resolve customer complaints and ensure customer satisfaction, building good customer relationships, maintaining the company's reputation, and increasing revenues. Customer service trainers schedule training classes, provide engaging activities, and monitor trainees' progress through call testing and role-playing activities. A customer service trainer must have excellent knowledge of the customer service industry, as well as exceptional communication skills to teach trainees' effectively and efficiently.
Customer service trainer responsibilities
Here are examples of responsibilities from real customer service trainer resumes:
- Manage and calculate daily cash deposits and prepare daily payroll ledgers.
- Train new employees in customer service, as well as POS functions.
- Help patients move in and out of beds, baths, wheelchairs and automobiles.
- Establish an effective working schedules for personnel providing logistics and provisions support in Hawaii
- Develop computer base training modules, PowerPoint presentations and games for customer service representative and other relate groups.
- Coordinate with doctors and register nurses to develop respiratory care plans for patients and provide necessary health education training.
- Provide above average service to customers by bagging groceries appropriately and assist with carryout and loading merchandise into customer's vehicle.
- Facilitate partnership building among other installation programs and tenants to promote CMS.
- Determine Medicaid requirements and eligibility.
Customer service trainer skills and personality traits
We calculated that 12% of Customer Service Trainers are proficient in Customer Care, Strong Customer Service, and Cleanliness. They’re also known for soft skills such as Communication skills, Computer skills, and Customer-service skills.
We break down the percentage of Customer Service Trainers that have these skills listed on their resume here:
- Customer Care, 12%
Achieved and maintained subject-matter-expert knowledge of customer care center operations, increasing effectiveness of customer training and staff decision making.
- Strong Customer Service, 11%
Master Cosmotologist/Stylist Strong customer service skills
- Cleanliness, 10%
Managed cleanliness and organization of work area and equipment.
- Product Knowledge, 5%
Deliver exceptional service to customer through in-depth product knowledge and proactive relationship cultivation.
- Gross Margin, 4%
Increased store profitability through focus on higher gross margin sales, greater average transactions and payroll / expense management.
- Data Entry, 4%
Answer incoming calls Document customer experiences in local stores Provide member with account information Data entry
Common skills that a customer service trainer uses to do their job include "customer care," "strong customer service," and "cleanliness." You can find details on the most important customer service trainer responsibilities below.
Communication skills. One of the key soft skills for a customer service trainer to have is communication skills. You can see how this relates to what customer service trainers do because "customer service representatives must be able to provide clear information in writing, by phone, or in person." Additionally, a customer service trainer resume shows how customer service trainers use communication skills: "expressed appreciation and invited customers to return to the store.managed quality communication, customer support and product representation for each client. "
Customer-service skills. customer service trainers are also known for customer-service skills, which are critical to their duties. You can see how this skill relates to customer service trainer responsibilities, because "representatives help companies retain customers by professionally answering questions and helping to resolve complaints." A customer service trainer resume example shows how customer-service skills is used in the workplace: "designed and implemented learning management system utilizing six sigma methodologies, improving customer support services 78%. "
Interpersonal skills. For certain customer service trainer responsibilities to be completed, the job requires competence in "interpersonal skills." The day-to-day duties of a customer service trainer rely on this skill, as "representatives should be able to create positive interactions with customers." For example, this snippet was taken directly from a resume about how this skill applies to what customer service trainers do: "exhibit excellent interpersonal and coaching skills while mentoring our customer service representatives. "
Listening skills. A commonly-found skill in customer service trainer job descriptions, "listening skills" is essential to what customer service trainers do. Customer service trainer responsibilities rely on this skill because "representatives must listen carefully to ensure that they understand customers in order to assist them." You can also see how customer service trainer duties rely on listening skills in this resume example: "maintain cleanliness customer service listening and engaging with customers providing information on upcoming events"
Patience. Lastly, "patience" is an important element of what a customer service trainer does. Customer service trainer responsibilities require this skill because "representatives should be patient and polite, especially when interacting with dissatisfied customers." This resume example highlights how customer service trainer duties rely on this skill: "answer inbound calls with efficiency, courtesy, and patience, while preserving an 80/30 service level. "
The three companies that hire the most customer service trainers are:
- Sedgwick LLP83 customer service trainers jobs
- American Red Cross29 customer service trainers jobs
- Pizza Hut28 customer service trainers jobs
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Compare different customer service trainers
Customer service trainer vs. Customer associate
A customer associate is responsible for providing the best customer service by assisting the customers with their inquiries and concerns, as well as resolving their complaints, processing replacements, and issuing refunds as needed. Customer associates also sell products and services to the customers, demonstrating product features, and identifying business opportunities to drive more revenues and profits for the business. They must have excellent communication and organizational skills to process orders and payments timely and accurately.
These skill sets are where the common ground ends though. The responsibilities of a customer service trainer are more likely to require skills like "strong customer service," "cleanliness," "gross margin," and "data entry." On the other hand, a job as a customer associate requires skills like "stock merchandise," "troubleshoot," "customer problems," and "billing issues." As you can see, what employees do in each career varies considerably.
Customer associates really shine in the telecommunication industry with an average salary of $33,698. Comparatively, customer service trainers tend to make the most money in the telecommunication industry with an average salary of $32,603.The education levels that customer associates earn slightly differ from customer service trainers. In particular, customer associates are 1.5% less likely to graduate with a Master's Degree than a customer service trainer. Additionally, they're 0.1% more likely to earn a Doctoral Degree.Customer service trainer vs. Service agent
A service agent is an individual whose primary function is to provide a friendly service to internal and external customers about the organization's products and services. An agent should be people-oriented, highly motivated with a positive and friendly attitude. Although an agent usually works in a call center, an agent can communicate in various ways, such as the telephone or often face to face. The minimum educational requirement of being a service agent is a high school diploma; however, the customer service experience is a plus.
In addition to the difference in salary, there are some other key differences worth noting. For example, customer service trainer responsibilities are more likely to require skills like "customer care," "strong customer service," "cleanliness," and "product knowledge." Meanwhile, a service agent has duties that require skills in areas such as "regular maintenance," "quality standards," "car washes," and "life insurance." These differences highlight just how different the day-to-day in each role looks.
Service agents may earn a lower salary than customer service trainers, but service agents earn the most pay in the technology industry with an average salary of $30,711. On the other hand, customer service trainers receive higher pay in the telecommunication industry, where they earn an average salary of $32,603.Average education levels between the two professions vary. Service agents tend to reach similar levels of education than customer service trainers. In fact, they're 2.0% less likely to graduate with a Master's Degree and 0.1% less likely to earn a Doctoral Degree.Customer service trainer vs. Customer representative
A customer service representative is an individual person who establishes communication between customers and the organization by answering questions, resolve complaints, and address emergency issues about the products and services he/she sells. He/She must possess an approachable personality, a passion for customer service, and work with his/her fellow workmates. The minimum educational requirement for a customer service representative is a high school diploma; however, a candidate must complete on-the-job training. A Customer Service Representative should also possess excellent communication and problem-solving skills.
There are many key differences between these two careers, including some of the skills required to perform responsibilities within each role. For example, a customer service trainer is likely to be skilled in "cleanliness," "gross margin," "hr," and "work ethic," while a typical customer representative is skilled in "windows," "bank secrecy act," "branch management," and "crm."
Customer representatives earn the best pay in the transportation industry, where they command an average salary of $35,783. Customer service trainers earn the highest pay from the telecommunication industry, with an average salary of $32,603.Most customer representatives achieve a similar degree level compared to customer service trainers. For example, they're 0.8% less likely to graduate with a Master's Degree, and 0.1% less likely to earn a Doctoral Degree.Customer service trainer vs. Customer agent
A customer agent provides friendly service to external and internal customers. Customer agents talk to customers on behalf of businesses and companies. They help customers with their queries and complaints. It is their job to give customers a better understanding of the products. They answer questions with regards to their reservations. Sometimes, they also have sales roles. Oftentimes, they answer questions, process sales, provide information, and resolve problems.
Types of customer service trainer
Updated January 8, 2025
