Customer Account Resolution Trainer

Customer Account Resolution Trainer

Customer Account Resolution Trainer

Job-Type: Full-time temporary position. Location: 2858 Woodcock Blvd, Chamblee, GA 30341 (onsite only) Work authorization: US Citizen or US Green Card only Pay: $66-71K per year Hours: Monday-Friday (various shift times start early as 7:00am EST and end as late as 7:00pm EST) ****THIS FULL TIME TEMPORARY POSITION STARTS AUGUST 24, 2026 AND ENDS APRIL 30, 2027****

The Customer Account Resolution Trainer is responsible for designing, facilitating, and evaluating new hire and ongoing training programs to ensure employees are equipped with the knowledge, skills, and confidence needed to deliver exceptional customer service. This role provides instruction on billing processes, account management, service request lifecycles, customer interaction best practices, and company policies while supporting both classroom and virtual learning environments. The Trainer partners closely with Operations, Quality, and Leadership teams to monitor trainee performance, provide coaching, identify development opportunities, and ensure employees meet operational and quality expectations.

Key Responsibilities:

• Deliver engaging instructor-led training for new hires and existing employees on billing processes, account handling, service requests, customer service, systems, and company policies.
• Facilitate classroom, virtual, and hybrid training sessions while promoting an engaging and inclusive learning environment.
• Conduct floor readiness sessions to ensure employees are prepared to transition successfully into production.
• Monitor trainee attendance, participation, behavior, test scores, and overall learning progress throughout the training program.
• Provide individualized coaching, mentoring, and constructive feedback to improve knowledge retention, performance, and confidence.
• Prepare and deliver refresher training, process updates, and targeted development sessions as business needs evolve.
• Maintain accurate training records, attendance logs, completion tracking, assessments, and required documentation.
• Coordinate onboarding activities, including training schedules, system access, classroom readiness, and new hire setup.
• Partner with Operations, Quality Assurance, and Leadership to identify performance gaps and develop targeted learning solutions.
• Support training needs analysis and recommend improvements to training materials, delivery methods, and learning resources.
• Assist with operational center initiatives and special projects to support business objectives.
• Participate in calibration sessions to ensure consistency in coaching, quality expectations, and performance evaluations while maintaining minimal calibration variance.

Qualifications:

• High school diploma or equivalent required
• 2-4 years of customer service experience
• 1 year experience delivering instructor-led training, coaching, or facilitating learning programs in a related environment.
• Strong knowledge of customer service principles, account management, and service request lifecycles.
• Proven ability to coach employees and provide actionable performance feedback.
• Strong organizational, planning, and time management skills.
• Ability to analyze trainee performance and adjust instructional methods to improve learning outcomes.
• Proficiency with Microsoft Office, Learning Management Systems (LMS), virtual training platforms, and CRM applications.

Preferences:

• Utilities domain knowledge
• Mandatory Skills: Training
• Experience: 1-3 Years

The expected compensation for this role ranges from $37,500 to $83,600. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options.

Applicants are advised that employment in some roles may be conditioned on successful completion of a post-offer drug screening, subject to applicable state law. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.