A professional who conducts classroom and on-the-job training for customer-service representatives. Respnsibilities include:

• Instructs employees on company policies, systems, and routines for handling customer service requests, following prescribed training program.
• Explains service forms and company procedures, using training aids, such as tape recorder, motion picture films, and slides.
• Listens to or takes recordings of trainees handling customer service calls to detect errors.
• Discusses errors and problems to improve techniques in handling calls.