Jobs in Lake County, IL

About the role

The Learning & Development Specialist – Customer Experience is responsible for supporting the design, delivery, and continuous improvement of training programs for customer service teams. Reporting to the L&D Supervisor, this role ensures frontline employees are equipped with the communication, soft skills, and service knowledge required to deliver high-quality customer experiences. The specialist executes onboarding, upskilling, and provides ongoing coaching to reinforce learning in live environments. Additionally, the role contributes to quality monitoring and knowledge management, partnering with supervisors to address performance gaps. Leveraging customer feedback, operational data, and AI-enabled tools, the specialist helps drive improvements in service quality, customer satisfaction, and key performance metrics.

What you'll bring

• Strong understanding of customer service principles and customer journey management
• Excellent facilitation, communication, and coaching skills
• Experience delivering soft skills and customer service training programs.
• Experience with quality monitoring, coaching, and performance improvement
• Familiarity with CRM systems and customer interaction tools
• Ability to analyze customer feedback and translate insights into training actions.
• Data-driven mindset with ability to track and improve performance metrics.
• Strong organizational and multitasking abilities
• Thrives in a fast-paced, collaborative environment, efficiently works under pressure, within deadlines or other essential time constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Strong work ethic and an ability to excel within a rapidly changing and growing organization.
• Bachelor’s degree in Business Administration, Communications, or related field preferred

Benefits