As a Training Specialist, you’ll play a dual role as both a frontline customer service representative and an educator who helps our team grow. You’ll handle customer inquiries with empathy, precision, and professionalism while also designing and delivering impactful training programs that strengthen our service culture.You’ll bring curiosity, clarity, and compassion to every interaction—whether you’re responding to a customer or coaching a teammate. Your work ensures that every customer feels valued and every agent feels confident, capable, and inspired to create memorable experiences.Every role at Trove Brands is critical to our successful functioning as a whole. Your specific responsibilities as a part of Team Trove will include:Customer Service (50%)Promptly and accurately respond to customer emails, ensuring clear, professional communication that reflects our brand voice.Analyze and respond to inquiries using key language and tone models that align with Trove’s service standards.Maintain accuracy, empathy, and consistency in all customer interactions.Identify recurring customer issues or learning opportunities and communicate them to the training and operations teams.Training & Development (50%)Design, deliver, and continuously improve onboarding and ongoing training for phone, email, and social channels.Bring Trove Service Playbooks to life through roleplays, scenario-based exercises, and interactive learning.Coach customer service team members through live or recorded interactions—offering constructive feedback on empathy, tone, and problem-solving.Monitor performance trends and create refresher sessions to target knowledge or behavior gaps.Keep training materials and resources current, organized, and accessible across helpdesk and LMS platforms.Communicate updates, celebrate wins, and foster continuous improvement through recognition and micro-learning moments.
