SALES EXCELLENCE TRAINER
POSITION SUMMARY The Sales Excellence Trainer is a field-first, high-travel role responsible for training and coaching our in-home comfort advisors, technicians, and CSRs/booking agents. You'll inherit existing playbooks and scripts, systematize them into a scalable training curriculum, create new content, and spend the majority of your time in branches making sure it's being executed. This is not a classroom-only role — we need someone who can ride along with a tech at 8am and run a CSR coaching session by noon. Reports to: Director of Operations Travel: 80% (multi-state branch visits) KEY RESPONSIBILITIES Field Coaching & Execution Conduct regular branch visits including ride-alongs with technicians, live call listening with CSR teams, and shadowing sessions with comfort advisors Provide real-time, in-the-moment coaching — observe, score, coach, and re-score on a defined cadence Certify branch and employee readiness before deploying new playbooks or scripts Partner with branch General Managers to reinforce training standards between visits Content Creation & Curriculum Development Build and maintain a trade-specific training library (HVAC, plumbing, electrical) with purpose-built content by role Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts Record role-play demonstrations for LMS use, including strong, average, and weak examples Audit existing playbooks — keep what works, rewrite what doesn't, and build a content roadmap to close gaps Produce ride-along scorecards, field reference guides, and coaching checklists for branch managers to use independently Audience-Specific Training Programs In-Home Comfort Advisors: full-cycle sales process, discovery questioning, proposal delivery, financing conversations, and follow-up cadence Technicians: in-home presentation skills, options-based selling, membership upsell techniques, and trust-building by trade CSRs / Booking Agents: call conversion, scripting, urgency creation, price objection handling, and appointment accuracy Content Systematization Convert tribal knowledge and informal playbooks into documented, scalable systems Use performance data to identify training gaps and build content to close them Package training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently PERFORMANCE METRICS• CSR booking rate by branch
- Technician average ticket value and options-presented rate
- Membership / maintenance agreement attach rate
- Comfort advisor conversion rate
- Percentage of workforce trained and certified on current playbooks
- New hire time-to-productivity by role
QUALIFICATIONS
- 3–7 years of sales training experience in home services, field service, or a related trade industry — direct exposure to technician, CSR, or in-home sales environments required
- Demonstrated ability to create training content from scratch: scripts, playbooks, objection handling guides, and role-play scenarios
- Skilled facilitator and live coach with the ability to run group sessions and one-on-one coaching in the field
- Experience with field service management platforms; ServiceTitan strongly preferred
- Comfortable using performance data to prioritize and target coaching efforts
- Ability and willingness to travel 80% of the time across multiple U.S. states — this is a firm requirement
PREFERRED QUALIFICATIONS
- Prior experience in a PE-backed or multi-location home services environment
- Familiarity with membership / maintenance agreement sales programs
- Experience building or managing content within an LMS platform
Columbia Home Services is an equal opportunity employer.