At arenaflex, we're a quickly growing startup that values your skills, voice, and happiness. We're a team of developers, designers, engineers, accountants, project managers, and creatives worldwide, united by our passion for innovation and collaboration. Together, we provide the most technologically advanced property accounting services in the world, creating something new that improves people's lives. We're proud to be a culture of collaboration, respect, communication, joy, and personal growth.
We're seeking an Experienced Customer Service Trainer to join our team at arenaflex. As a Customer Service Trainer, you will not only facilitate training but also monitor performance, iterate on methodologies, and ensure that the team consistently delivers a world-class customer experience. We're looking for someone with a collaborative, positive, proactive attitude, and strong communication skills, who are excited to be working in a fast-paced environment that's continuously evolving.
**Role Description**
The Customer Service Trainer will be responsible for training and coaching customer-facing roles within the Accounting Team, primarily accountants transitioning into customer-facing responsibilities. This role will also work closely with the Operations Excellence Team to define, document, and implement Standard Operating Procedures (SOPs) and best practices for customer service.
**Key Responsibilities**
* **Training Development & Facilitation**
+ Design, develop, and facilitate customer service training programs tailored to accountants transitioning into customer-facing roles.
+ Implement best-in-class training methodologies, including experiential learning, role-playing, and case studies.
+ Conduct in-person and virtual training sessions in English (Bilingual Spanish/English required).
* **SOPs & Best Practices Development**
+ Collaborate with the Operations Excellence Team to define and document customer service SOPs and best practices.
+ Develop guidelines for handling difficult customer interactions, de-escalation techniques, and proactive engagement.
* **Coaching & Continuous Development**
+ Monitor customer-facing team performance to identify skill gaps and training opportunities.
+ Provide one-on-one coaching to team members struggling with assertiveness, confidence, or customer empathy.
+ Conduct regular training refreshers to reinforce key customer service principles.
* **Performance Measurement & Feedback**
+ Develop and track key performance indicators (KPIs) for customer service training effectiveness.
+ Conduct post-training assessments to measure knowledge retention and application.
+ Partner with leadership to implement feedback loops for continuous improvement.
* **Cultural & Soft Skills Development**
+ Help accountants develop soft skills such as active listening, empathy, assertiveness, and relationship-building.
+ Instill a mindset of customer-centric service to enhance overall client satisfaction.
**Required Skills**
* **Hard/technical skills**
+ Customer service training development and facilitation.
+ Experience training technical professionals (e.g., accountants, engineers, or analysts) in soft skills.
+ Knowledge of customer service excellence frameworks (e.g., Ritz-Carlton Gold Standards, Disney Institute methodologies).
+ Experience in developing and implementing SOPs for customer service teams.
+ Strong knowledge of de-escalation techniques and customer engagement strategies.
+ Fluent proficiency in English.
+ Experience working in startup or BPO environments.
* **Soft skills**
+ Effective communication and coaching skills.
+ Ability to simplify complex customer interactions into structured training.
+ Strong problem-solving and adaptability in high-growth environments.
+ Confidence in working across multiple teams and departments.
+ Data-driven decision-making for training effectiveness.
**Nice-To-Have Skills**
* Background in hospitality or luxury service training.
* Experience with Learning Management Systems (LMS) to track training progress.
* Exposure to coaching frameworks (e.g., GROW Model) for ongoing development.
**Type of Degree**
* Business Administration, Communications, Education, Hospitality Management, or a related field.
**Years of experience in the field**
* 5+ years of experience in training.
* Prior experience training technical professionals to become customer-facing representatives is highly preferred.
**Work Environment and Company Culture**
At arenaflex, we're committed to creating a culture that values collaboration, respect, communication, joy, and personal growth. Our team is passionate about innovation and making a positive impact on people's lives. We offer a dynamic and fast-paced work environment that's continuously evolving. As a Customer Service Trainer, you'll have the opportunity to work closely with our Operations Excellence Team to define and implement SOPs and best practices for customer service.
**Career Growth Opportunities and Learning Benefits**
arenaflex is committed to the growth and development of our employees. As a Customer Service Trainer, you'll have access to ongoing training and development opportunities, including:
* Regular training sessions and workshops to enhance your skills and knowledge.
* Opportunities to work with cross-functional teams to develop and implement new initiatives.
* A dynamic and supportive work environment that encourages collaboration and innovation.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* A salary that reflects your experience and qualifications.
* A comprehensive benefits package, including health insurance, retirement savings, and paid time off.
* Opportunities for professional growth and development.
* A dynamic and supportive work environment that encourages collaboration and innovation.
**How to Apply**
If you're a motivated and experienced Customer Service Trainer looking for a new challenge, we encourage you to apply to this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you!
**Contact Information**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [insert contact information]. We look forward to hearing from you!
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