Learning & Development Specialist

Are you passionate about customer service and training professionals while making a meaningful impact within an organization? We are seeking a motivated Learning & Development Specialist to join our team and play a vital role in supporting our employees and fostering a culture of excellence.

Why You’ll Love Working at Service Professor =

• Comprehensive Health Benefits – Starting Day One:
  • Affordable, High Quality Health Care options
  • Dental & Vision Insurance
  • Company subsidized Health Savings Accounts
  • Employer-Paid Basic Life and AD&D Insurance
  • Employer-Paid Short- and Long-Term Disability Insurance
• 401(k) with Significant Company Match– Plan for your future while you build your career
• Paid Time Off – Including holidays, floating holidays, and PTO
• Employee and Family Discounts
• Positive, Team-Focused Culture

Position Overview:

The Learning & Development Specialist is responsible for identifying training needs, designing and delivering training programs and evaluating their effectiveness. This role will work closely with the Director of Customer Experience to ensure the needs of the business are met and the proper tools and training programs have been implemented effectively. This role is a critical contributor to the ongoing effectiveness and support of call center operations and is responsible for training delivery, effectiveness and ongoing talent assessment and coaching of call center agents.

Curriculum & Content Development

• Design and implement training curricula aligned with company goals and operational priorities.
• Develop and maintain engaging learning materials in multiple formats (digital, print, SOPs, quick reference guides, and knowledge base content).
• Identify gaps in training content and update materials to enhance productivity and improve customer engagement.

Skill Building & Associate Development

• Support associates in developing job-related skills through customized learning tools such as checklists, skills agreements, and coaching resources.
• Promote agent development through continuous learning opportunities, cross-training initiatives, and peak/non-peak training programs.
• Evaluate learning effectiveness and measure the impact of development efforts on performance outcomes.

Training Delivery & Facilitation

• Deliver engaging classroom training (virtual and in-person) for internal customer service and operations teams.
• Adjust delivery methods to meet diverse learning styles and ensure participant understanding using visual aids and interactive techniques.
• Confidently present to groups and individuals; provide and receive feedback effectively.

• Partner with call center and department leadership to align on training needs, share insights, and maintain consistency in training delivery.
• Keep stakeholders informed on the progress, effectiveness, and strategic direction of training programs.
• Support the broader Training Team to ensure alignment with delivery philosophies and best practices.

Industry & Product Knowledge

• Maintain a strong working knowledge of company brands, products, services, and customer experience expectations.
• Stay up to date on trends in training, customer service, and home services industries (HVAC, plumbing, electrical).

Continuous Improvement & Operational Support

• Contribute to SOP development, updates, and certification processes.
• Support training strategies tied to seasonal performance demands and business objectives.
• Perform additional job-related duties as assigned.

  Qualifications:

• Bachelor’s degree in business, education, communications, Instructional Design, or a related field preferred—or equivalent work experience in a training and development role.
• Proven experience in curriculum design, training content development, and knowledge base documentation for customer-facing or operational teams.
• Proficient in delivering technical training using learner-focused activities for a broad range of audiences.
• Experience in B2C business models or call center operations preferred.
• Experience in knowledge assessment, performance coaching and enablement.
• High proficiency in Microsoft Office suite
• Excellent presentation and verbal communication skills, both in-person and virtually
• Experience managing classroom groups of up to 15 participants and facilitating breakout and group activities.

About Service Professor:

With a rich local history spanning nearly four decades, Service Professor has evolved into one of West Michigan's most trusted home service repair companies. From our humble beginnings as a small electrical company in Greenville, Michigan, we've grown to serve over 15,000 residential and commercial customers across seven counties. Our commitment to exemplary service, integrity, and transparency has earned us numerous awards and accolades, including recognition as one of West Michigan's 101 Best & Brightest Companies to Work For.

Join Our Team:

If you're seeking a company where your work is valued, where you're treated like family, and where there's ample opportunity for career growth, Service Professor is the place for you. Apply now and become part of a team dedicated to providing exceptional service and building lasting relationships with our customers and team members.

Don't miss this opportunity to join a winning team! Apply now and start your journey with Service Professor.

EEOC statement: Atrium Home Services and its affiliated companies are dedicated equal opportunity employers and prohibit discrimination and harassment of any kind. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against based on such characteristics or any other status protected by the laws or regulations in the locations where we operate.