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Customer Care Trainer


Jacksonville, FL, US

Coach is a leading design house of modern luxury accessories and lifestyle collections, with a long-standing reputation built on quality craftsmanship. Defined by a free-spirited, all-American attitude, the brand approaches design with a modern vision, reimagining luxury for today with an authenticity and innovation that is uniquely Coach. All over the world, the Coach name is synonymous with effortless New York style.


Coach is part of the Tapestry portfolio – a global house of brands powered by optimism, innovation, and inclusivity.



Job Title: Training Coordinator, Customer Care


Primary Purpose: The Training Coordinator will be responsible for the development and facilitation of all training programs for Coach Customer Care. Primary responsibilities are to create and maintain learning materials, effectively deliver training, evaluate training results, and drive continuous improvement discussions.


The successful individual will leverage their proficiency in training to…


  • Conduct two-week new hire onboarding for Customer Care Professionals
  • Lead and/or co-facilitate on-going training needs, to include (but is not limited to): systems, product, policy, and new initiative training
  • Create engaging, informative and effective training for both in-person and remote learning environments
  • Collect feedback on training sessions to use for future improvements to content and presentation
  • Maintain records of training activities, learner progress, and program effectiveness
  • Partner with peers and 3rd party trainers to ensure consistency across training programs
  • Regularly partner with Leadership Team to disseminate data and feedback for agent coaching and development
  • Assume primary responsibility for maintaining the Learning Management system for Customer Care, to include ongoing development and publishing of relevant articles, tools and processes.
  • Create and disseminating daily communications for the Customer Care Team
  • Oversee special projects to ensure objectives are met within designated time frames
  • Author, compile and analyze Knowledge Base articles
  • Support Tapestry’s Executive Office by serving as the highest level of contact for customer escalated inquiries and special Customer Care related inquiries


The accomplished individual will possess...


  • High School Diploma
  • 5+ years of contact center experience
  • 1-3 years of training experience/classroom facilitation
  • Excellent written and verbal communication skills
  • Strong organizational skills with the ability to handle multiple priorities at once
  • Experience with distance learning and learning technologies such as web-based training and authoring tools
  • Proficiency in Microsoft Word, Excel and PowerPoint
  • Flexibility of work schedule
  • Demonstrated ability to effectively manage multiple projects
  • Ability to collaborate effectively with others
  • Comfortable working in a fact passed and constantly changing environment


Our Competencies for All Employees


  • Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
  • Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
  • Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
  • Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
  • Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
  • Perseverance: Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
  • Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.


Our Competencies for All People Managers


  • Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
  • Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
  • Managerial Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.


Coach is an equal opportunity and affirmative action employer and we pride ourselves on hiring and developing the best people. All employment decisions (including recruitment, hiring, promotion, compensation, transfer, training, discipline and termination) are based on the applicant’s or employee’s qualifications as they relate to the requirements of the position under consideration. These decisions are made without regard to age, sex, sexual orientation, gender identity, genetic characteristics, race, color, creed, religion, ethnicity, national origin, alienage, citizenship, disability, marital status, military status, pregnancy, or any other legally-recognized protected basis prohibited by applicable law. #LI-RE1     Visit Coach at

Req ID:  90034

Nearest Major Market: Jacksonville