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:

• 1–3 years of training experience in a contact center setting.
• Strong communication and facilitation skills — both in writing and live delivery.
• Ability to adapt your training style to meet different learning needs.
• Organized, proactive, and skilled at managing multiple priorities.
• Comfortable using LMS platforms, virtual tools, and content creation software.
• Positive attitude with the ability to motivate and engage learners.
• High school diploma or equivalent required (Bachelor’s degree preferred).
• Knowledge of the home services industry is a plus.
• Availability for in-person training in Central Phoenix (Mon–Fri, 8–5), plus occasional travel to Scottsdale and Nogales, Mexico.

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.

*The employer is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected under applicable federal, state, or local laws. We are committed to providing reasonable accommodations in compliance with the Americans with Disabilities Act (ADA). Applicants requiring accommodation during the hiring process should contact [email protected] .

*Employment is at-will and may be terminated by either the employer or employee at any time, with or without cause or notice, except as otherwise provided by law. This job posting does not create an employment contract or guarantee employment for any specified duration.