Position Overview

 

CUSTOMER SERVICE Trainer/CONSULTANT

CSE is an innovative national customer experience consulting firm seeking a Customer Service Trainer based in our Annapolis office. 

CSE partners with companies to provide the cornerstone and foundational work needed for continued innovation and improvement of the customer’s experience.  CSE has been delivering, designing, and creating customized programs aimed at enhancing the employee and customer experience for more than two decades. Since 2000, we have provided services for over 100 airport customer experience projects and are considered the innovative leader in service development for the airport industry. CSE’s proven expertise and keen understanding of airport dynamics and demographics enables our team to design and implement leading edge, customized programs that address the unique needs of airport authorities, brands, and passengers while simultaneously building customer loyalty and profitability.

Our Trainers are passionate about service and deliver exceptional  interactive training and performance coaching for client programs. Customer Service Trainers also consult on service evaluation results, managerial and coaching skills, and overall customer service best practices.

Requirements:      

  • Minimum 5 years training and facilitation experience in a service based environment both in a classroom setting and in the workplace

  • Minimum 5 years service industry knowledge such as retail, food and beverage, hospitality, airlines or airports

  • High level of training and facilitation skills to include a positive learning environment, preparation of the instructional site, establishing and maintaining instructor credibility, managing the learning environment, demonstrating effective presentation skills, effective questioning skills & techniques, ensure learning outcome

  • Excellent written and oral communication and organizational skills

  • Demonstrate effective performance coaching manager consulting skills

  • Creative and engaging facilitation and training content delivery

  • Upbeat, interactive and fun training style to motivate participants

  • High competency in proactive problem solving with a client focus

  • Proficiency in Microsoft suite of products including Word, Excel and PowerPoint as well as general office skills

  • Ability to work in a fast paced, and client focused environment

  • Travel 80%

Preferred:

  • Experience in food and beverage, retail, or airports

  • Bachelor’s degree

  • Certifications including ATD (formerly ASTD) and other recognized programs 

CSE Service Culture

CSE employees inspire and support innovative service development by demonstrating the following Service Standards and Behaviors: 

  • Courteous – Being friendly, respectful, thoughtful, knowledgeable and professional
  • Developmental – Develop relationships & teamwork by educating, informing and helping others improve
  • Responsive – Being timely with a comprehensive approach
  • Efficient – Accuracy and awareness regarding resources & time. Conscious of financial responsibility

Apply Now!

Please send salary requirements, resume and cover letter   to Careers@CustomerServiceExperts.com