Training Specialist, Customer Care Call Center Jobs

Strive Compounding Pharmacy

Location:
United States, Mesa

Category:
Customer Service

Contract Type:
Not provided

Salary:

25.00 - 27.00 USD / Hour

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Job Description:

The Customer Care Training Specialist is responsible for delivering impactful training programs that support new hire onboarding and ongoing development for team members across multiple states. You’ll create clear and engaging training materials, track trainee performance, and partner closely with leadership and cross-functional teams to ensure the Customer Care team stays aligned with changing workflows, systems, and business needs.

Job Responsibility:

Facilitate new hire training sessions (systems, workflows, call handling, soft skills, etc.)
Deliver ongoing training such as refreshers, upskilling, and cross-training
Develop high-quality training materials including SOPs, job aids, interactive guides, and knowledge articles
Maintain the centralized Customer Care training guide and keep all documents version-controlled and up to date
Manage onboarding schedules, track trainee progress, and coordinate with supervisors to ensure readiness for live calls
Conduct call reviews, QA assessments, and follow-up coaching to support trainee success
Identify knowledge gaps and implement solutions such as updated guides, FAQs, workflows, or training modules
Collaborate with Customer Care leadership, QA, Pharmacy, Billing, and Technology teams on updates, new processes, and large rollouts (Genesys, HubSpot enhancements, workflow changes, etc.)
Support change management by preparing training communications, launch plans, and educational materials

Requirements:

Must have a current and active Arizona Pharmacy Technician license (not Trainee License)
Must have a current and active PTCB or CPhT certification
2+ years of professional experience in Call Center Training, or Quality Operations
2+ years of professional experience with training and motivating adult learners
Strong written communication skills and the ability to create clear, comprehensive training materials
High attention to detail, strong organizational habits, and the ability to manage multiple and changing priorities
Comfort with fast-paced environments, evolving processes, and cross-functional collaboration
Experience with tools like HubSpot, Genesys, Slack, LifeFile, Google Workspace, and similar platforms
Pharmacy or healthcare experience

Nice to have:

Prior QA/coaching experience
Familiarity with e-learning and content creation tools

What we offer:

Employer paid healthcare coverage available after 30 days of employment
Choice of an FSA/HSA
Voucher for new hire scrubs (if applicable)
Parental leave
401(k) plan with matching contributions
Weekends and holidays off
FREE COMPOUNDED MEDS to employees and immediate family members

Additional Information:

Job Posted:
December 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Training Specialist, Customer Care Call Center