Training Specialist - Onboarding

Job Description

Job Description

Full-Time | Hybrid (Phoenix + Occasional Travel to Scottsdale & Nogales, MX)

Contact Center | Home Services Industry | Monday–Friday, 8AM–5PM

Train. Coach. Create. Elevate team performance.

My client has been the go-to contact center expert for the home services industry since 2008 — helping plumbing, HVAC, and electrical businesses grow through high-quality sales opportunities and expert customer interactions.

They’re looking for a Training Specialist who’s passionate about onboarding, developing others, and building training experiences that actually stick. In this role, you’ll lead classroom sessions, create engaging content, and partner with Quality and Operations leaders to ensure every agent is set up for success.

What You’ll Do :

• Deliver high-impact training to new hires — from call procedures and customer service techniques to technical tools and policies.
• Facilitate ongoing development sessions to reinforce skills, close performance gaps, and roll out new processes.
• Design and update training materials including presentations, manuals, and e-learning modules.
• Build interactive learning activities like role-plays and simulations that promote confidence on the phones.
• Support onboarding with hands-on coaching and structured guidance through the initial training period.
• Monitor trainee performance and collaborate with QA and supervisors to address skill gaps.
• Align training programs with business needs by working closely with the Operations Manager and subject matter experts.

What You Bring :

Why This Role Matters :

Training is where great service begins. You’ll be the one shaping how our teams show up — from their first day on the job to ongoing growth moments that impact business results. Your work builds the confidence, clarity, and consistency that turn great people into high-performing teams.