CX Service Excellence Facilitator

What we will offer you: Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity: A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused: We care about you and have committed to a zero-harm workplace.

The Trainer & Live Facilitator is a key contributor to the Customer Experience (CX) training team, responsible for delivering dynamic, engaging, and effective training experiences that empower Customer Experience Community (CERs) to deliver exceptional service. This role leads live facilitation of training related to onboarding, upskilling, and reinforcing learning through interactive sessions, that deliver continuous development of customer-facing teams, ensuring alignment with customer experience standards and business goals.

What you'll do:

- Facilitate live virtual and in-person training sessions for new hires and tenured team members.

- Lead interactive Q&A sessions to reinforce learning, clarify complex topics, and encourage peer-to-peer knowledge sharing.

- Adapt facilitation style to accommodate diverse learning preferences and maintain high engagement.

- Guide new CSRs through onboarding milestones with a focus on foundational knowledge and early success.

- Deliver targeted upskilling sessions in response to evolving business needs, customer expectations, or process changes.

- Reinforce key training concepts through scenario-based learning, role-play, and coaching.

- Collaborate with the CX Training Manager to ensure consistency between live sessions and digital learning content.

- Collect and synthesize feedback from training participants to inform content and delivery improvements.

- Identify knowledge gaps and recommend enhancements to training materials or facilitation techniques.

- Partner with Quality Assurance, Operations, and Process teams to stay informed of updates that impact training.

- Communicate changes clearly and consistently to frontline teams through live sessions and follow-up materials.

- Learner engagement and progress, escalating development needs to the CX Training Manager as appropriate.

What you bring:

- 1-3 years of experience delivering training in a corporate, customer experience, contact center, or operations environment.

- Proven experience facilitating live virtual learning sessions.

- Strong understanding of adult learning principles, instructional best practices, and learner engagement strategies.

- Exceptional verbal and written communication skills, with the ability to simplify complex information and support diverse learner groups.

- Strong organizational and time management skills, with the ability to manage multiple sessions and cohorts.

- Experience with the Microsoft Office Suite

Salary: $58,300 - $72,850 annually (based on skills, experience, qualifications, and geography).

Eligible employees may earn performance-based incentives and have access to comprehensive benefits and retirement plans with matching contributions.

This posting is for a newly created position. We do not use AI tools in the selection process and do not request pay history.

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."