Customer Service Jobs

Job SummaryResponsible for developing, implementing, and maintaining comprehensive training programs for customer service representatives and documentation teams. Responsible for creating engaging learning experiences that enhance team performance and documentation standards. Serves as primary point of contact for new hires to help navigate the company. In addition, responsibilities will encompasses both new hires and experienced staff to ensure consistent skill development across all experience levels.Principal Duties and Responsibilities-Designs and develops comprehensive training curricula, including e-learning modules, classroom sessions, and hands-on workshops focused on customer service excellence-Creates and maintains training documentation, user guides, and standard operating procedures that align with company policies and best practices-Conducts needs assessments to identify skill gaps and develop targeted training solutions-Facilitates both virtual and in-person training sessions for new hires and existing staff-Evaluates training effectiveness through assessments, feedback collection, and performance metrics-Manages the full training lifecycle from needs analysis through development, delivery, and evaluation-Maintains training calendar and coordinate scheduling with department managers-Tracks completion rates and certification status for required training programs-Generates regular reports on training metrics and program effectiveness-Updates and revises training materials to reflect new products, services, or procedures-Develops and maintains a comprehensive knowledge base of customer service procedures and best practices-Creates and updates standard operating procedures (SOPs) for customer service processes-Collaborates with subject matter experts to ensure accuracy of training content-Implements version control systems for training materials and documentationMaintains digital training library and learning management system (LMS)Minimum Education, Certification, Experience and Physical RequirementsEducation and experience minimums can be substituted with any equivalent combination of training and experienceEducationHigh School Diploma or equivalentExperience10+ years of experience working in Tropical’s Customer Service and/or Documentation DeptLicenseValid Local Driver’s LicenseTravelMay require travel to MIA PhysicalOffice Environment – Manual dexterity to perform repetitive motion tasks on computer. Ability to bend or stoop to retrieve lower shelf files. Ability to reach overhead to retrieve upper shelf files. Ability to sit 1/3 – 2/3 of day. Ability to work on feet for 1/3 – 2/3 day.Language: English