Customer Service Training Programs Instructor

Customer Service Training Leader

Location: This role offers flexibility and can be performed fully remote within the state of Pennsylvania or in a hybrid capacity from our Claysburg, PA campus. Candidates must be within a reasonable commuting distance to Claysburg for occasional on-site meetings.

In this role, you'll help our Customer Service team learn, grow, and succeed by leading trainings for new hires and ongoing education for current employees. You'll also support quality monitoring by reviewing calls and cases, then providing coaching and feedback to strengthen skills and ensure an excellent customer experience. You'll work with leadership to roll out training programs, keep materials updated, and make sure employees are always equipped with the right tools and knowledge. Your goal is to make training and feedback practical, clear, and engaging so our team feels confident and supported in serving Sheetz customers every day.

This position offers a base hourly range of $23.03 - $41.88 per hour, depending on experience and qualifications, plus bonus based on company performance. One of the MANY work perks at Sheetz is quarterly employee bonuses based on company performance! And there's more – A LOT more… like competitive salaries, PTO and parental leave, 401k match and employee stock ownership, limitless professional development and growth opportunities, tuition reimbursement, full medical, vision and dental coverage, and snack discounts!

Overview

Provide instruction and education to employees of Sheetz Customer Service pertaining to customer service trainings and offerings to ensure the successful, effective execution of all employee training programs.

Responsibilities

1. Serve as a program educator and lead quality monitoring program by demonstrating a working knowledge of Sheetz Customer Support Center and a fundamental knowledge of best practices and processes within the department.
2. Plan, coordinate and facilitate the delivery of various training programs, including but not limited to new employee orientation, remedial/refresher sessions, and quality monitoring; identify employees' skill gaps and provide feedback to leads and/or managers.
3. Provide feedback to department leadership on the relevance and effectiveness of the programs, their content, employee development needs, and quality audits; collaborate with other departments for continuous improvement of trainings and to maintain and update program deliverables.
4. Assist with the preparation of training materials through collaboration with HR/Learning (guides, job aids, videos, and presentations, etc.) for classroom training and development programs that align with departmental expectations and brand standards.
5. Develop and maintain a working knowledge of customer support programs, policies, and standard operating procedures to remain compliant and up to date.
6. Maintain a high level of timely, professional, and respectful communication with all business partners and customers.
7. Participate in training events such as webinar sessions for ongoing development around best practices to ensure consistent, high-quality training and drive employee performance.
8. Continuously research and stay informed on the latest trends, tools, and best practices in customer service and adult learning.

Qualifications

Education • Bachelor's degree in Business Management, Human Resources, Administration, Education or related field required

Experience • Minimum 2 years' meeting or classroom training facilitation or customer service training experience required

Licenses/Certifications • None required

Tools & Equipment: • General Office Equipment

Accommodations Sheetz is committed to the full inclusion of all qualified individuals. Sheetz is committed to considering all applicants regardless of disability who can perform all essential job duties with or without accommodations.