Customer Service Representative Coach

About the Opportunity

ZIVA is hiring on behalf of a specialized training and coaching company that works with businesses in the trades industry (including plumbing, electrical, HVAC, garage door, and pest control). This company partners with service-based organizations to elevate the performance of their Customer Service Representatives (CSRs) through structured coaching, performance analysis, and skill development.

The organization is known for its data-driven, personalized coaching approach, proprietary assessment systems, and a strong focus on measurable outcomes such as increased bookings, improved customer experience, and revenue growth.

This is a 100% remote position, allowing you to work from anywhere. Compensation is paid in USD.

This role will begin as a part-time position for approximately the first 90 days. During this initial period, the focus will be on onboarding, performance alignment, and mutual fit. Based on business needs and individual performance, there is potential for the role to transition into a full-time position after this period.

Role Purpose

TheCSR Coach is responsible for coaching, training, and developing Customer Service Representatives to build stronger customer relationships, improve sales effectiveness, and deliver a world-class customer experience.

This role focuses on one-on-one coaching, performance evaluation, structured feedback, and ongoing development—helping CSRs strengthen communication, sales confidence, call handling, and customer relationship skills.

Key ResponsibilitiesCoaching & Training

• Conduct one-on-one coaching sessions with CSRs via phone or video conferencing.
• Train CSRs on customer experience best practices, communication techniques, and sales strategies.
• Execute structured coaching programs using presentations, role-playing, live feedback, and skill reinforcement.
• Help CSRs develop confidence, professionalism, and consistency in customer interactions.

Performance Assessment & Tracking

• Conduct comprehensive assessments of CSR performance and identify skill gaps.
• Utilize proprietary grading and evaluation systems to measure call handling, scheduling accuracy, upselling, customer satisfaction, and overall performance.
• Track CSR progress and ensure continuous improvement over time.
• Enter detailed session notes in CRM systems by the end of each week.

Documentation & Reporting

• Maintain accurate and up-to-date account and coaching records in Infusionsoft or similar systems.
• Provide detailed post-session summaries, action plans, and follow-up recommendations via personalized email.
• Ensure documentation supports long-term coaching strategies and account retention.

Client Collaboration

• Meet monthly with Points of Contact (POCs) and business owners to review progress, align on goals, and plan future coaching strategies.
• Align coaching initiatives with client KPIs and broader business objectives.
• Act as a trusted advisor to client leadership regarding CSR development and performance improvement.

Operational Excellence

• Schedule recurring coaching sessions with the goal of limiting rescheduling.
• Start and end coaching sessions on time with high professionalism.
• Communicate with internal teams, partners, and supervisors within 24 business hours.
• Proactively manage your coaching calendar and client load to ensure consistency and quality.

Continuous Improvement & Team Engagement

• Participate in internal group discussions, mentoring opportunities, and process feedback sessions.
• Contribute insights to improve coaching methodologies, training materials, and internal documentation.
• Stay informed on customer service, sales, and trades-industry best practices.

Account Retention & Problem Solving

• Support account retention by addressing concerns, creating action plans, and ensuring follow-through.
• Help resolve performance challenges by identifying root causes and implementing structured solutions.
• Use positive psychology and motivation strategies to drive goal achievement.

Required Skills, Education, and ExperienceExperience

• Minimum 2 years of experience in customer service, sales, training, or coaching roles.
• Experience coaching, training, or mentoring individuals.
• Fluency in English is a MUST. Native or near-native English level.
• Trades industry experience (plumbing, HVAC, electrical, etc.) is a plus but not required.

Core Skills

• Excellent verbal and written communication skills.
• Strong organizational and time management abilities.
• High attention to detail and ability to work independently with minimal supervision.
• Confidence in delivering feedback and guiding performance improvement.
• Strong public speaking, training, or facilitation skills.

Technical Proficiency

• Comfortable using:
• Google Calendar or similar scheduling tools
• Zoom or other video conferencing platforms
• CRM or client management systems
• Ability to quickly learn new software and internal tools.

Education

• Bachelor’s degree in business, communications, education, or a related field or equivalent professional experience.

Personal Traits & Competencies

• Passion for developing people and improving performance.
• Warm, engaging, and professional coaching presence.
• Strong empathy, active listening, and emotional intelligence.
• Adaptable and comfortable working in a fast-paced, evolving environment.
• Solutions-oriented mindset with strong problem-solving skills.
• Resilient, self-motivated, and disciplined in a remote work environment.
• Collaborative team player who builds trust with clients and colleagues.

Challenges & ObjectivesKey Challenges

• Coaching CSRs with varying levels of sales experience and industry knowledge.
• Motivating individuals in a flexible, self-managed schedule environment.
• Delivering consistent, high-quality coaching across a diverse client base.
• Continuously adapting coaching strategies to evolving client needs.

Success Objectives

• Drive measurable improvements in KPIs such as booking rates, customer satisfaction, and revenue.
• Build a culture of continuous learning and accountability among CSRs.
• Establish strong, trusted relationships with client leadership.
• Continuously refine coaching methodologies to deliver exceptional value.

Work Environment & Culture

This role operates in a collaborative, performance-driven, and growth-oriented environment. Coaches are trusted to manage their schedules, deliver results, and contribute strategically to both client success and internal process improvement.

If you are passionate about coaching, enjoy developing people, and want to make a measurable impact on businesses and customer experiences, this role offers a meaningful and rewarding opportunity.