What are the responsibilities and job description for the Customer Training Specialist position at Pacer Group?
Job Title: Customer Training Specialist
Location: Covington, GA 30014 (Local candidates only)
Industry: Medical Technology / Healthcare Devices
Employment type: Contract
Duration: 12 Months (Possible Extension)
Work Arrangement: Hybrid (3 Days Onsite / 2 Days Remote)
Work Schedule: Monday – Friday | 7:30 AM – 4:30 PM
Pay Rate: $20/hr on W2
Application Timeline: August 10, 2026
Job Summary
Seeking a Customer Training Specialist to design, deliver, and evaluate customer care training programs while coaching associates and improving service quality. The ideal candidate will have experience in contact center operations, instructional design, quality assurance, and employee coaching, preferably within the Healthcare or Medical Device industry.
Key Responsibilities
- Deliver training for customer care associates handling phone, chat, and email interactions.
- Develop and deliver entry-level and advanced training using the ADDIE instructional methodology.
- Conduct quality assessments and statistical analysis to identify performance trends.
- Create individualized coaching and training plans based on quality evaluations.
- Prepare and provide QA reports to supervisors and managers.
- Analyze customer escalations to identify training gaps and implement improvement plans.
- Develop employee development plans based on assessments and coaching outcomes.
- Maintain and update the Knowledge Management System (KMS), job aids, and training documentation.
- Ensure compliance with company policies, procedures, and quality standards.
- Reinforce best practices and recommend continuous process improvements.
- Identify procedural gaps and propose corrective actions.
- Participate in Lean, Six Sigma, and other continuous improvement initiatives.
- Provide input for Customer Care associate performance evaluations.
- Support compliance with regulatory, departmental, and business guidelines.
- Maintain subject matter expertise through continuous professional development.
Required Qualifications
Education
One of the following is required:
- Associate's degree in Business or a related field.
- OR 3 years of Customer Care experience in the Healthcare or Medical Device industry, preferably with training creation/facilitation.
- OR 5 years of Customer Care experience outside Healthcare or Medical Device industries, preferably with training creation/facilitation.
Required Experience
- 3 years of Contact Center experience, preferably in Healthcare or Medical Device industries.
- 3 years of coaching and performance development experience with demonstrated positive results.
- Experience creating and facilitating training programs.
- Experience analyzing quality metrics and customer interactions.
- Strong communication, presentation, and coaching skills.
- Proficiency in Microsoft Office and training documentation.
Preferred Qualifications
- 3 years of experience in a Manufacturing Supply Chain environment.
- Experience with Knowledge Management Systems (KMS).
- Experience participating in Lean, Six Sigma, or continuous improvement initiatives.
- Familiarity with Quality Assurance reporting and performance analytics.
EEOC Compliance
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment.
DISCLAIMER
AI Usage Policy: Pacer Group uses AI to assist in screening applications. Final hiring decisions are made by human recruiters based on qualifications and experience.
Salary : $20