SALES EXCELLENCE TRAINER

June 3, 2026

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 OperationsTravel: 80% (multi-state branch visits) KEY RESPONSIBILITIESField Coaching & Execution<ul type="disc"><li>Conduct regular branch visits including ride-alongs with technicians, live call listening with CSR teams, and shadowing sessions with comfort advisors</li><li>Provide real-time, in-the-moment coaching — observe, score, coach, and re-score on a defined cadence</li><li>Certify branch and employee readiness before deploying new playbooks or scripts</li><li>Partner with branch General Managers to reinforce training standards between visits</li></ul>Content Creation & Curriculum Development<ul type="disc"><li>Build and maintain a trade-specific training library (HVAC, plumbing, electrical) with purpose-built content by role</li><li>Write CSR call scripts, objection handling frameworks, good/better/best option presentation guides, and membership pitch scripts</li><li>Record role-play demonstrations for LMS use, including strong, average, and weak examples</li><li>Audit existing playbooks — keep what works, rewrite what doesn't, and build a content roadmap to close gaps</li><li>Produce ride-along scorecards, field reference guides, and coaching checklists for branch managers to use independently</li></ul>Audience-Specific Training Programs<ul type="disc"><li>In-Home Comfort Advisors: full-cycle sales process, discovery questioning, proposal delivery, financing conversations, and follow-up cadence</li><li>Technicians: in-home presentation skills, options-based selling, membership upsell techniques, and trust-building by trade</li><li>CSRs / Booking Agents: call conversion, scripting, urgency creation, price objection handling, and appointment accuracy</li></ul> Content Systematization<ul type="disc"><li>Convert tribal knowledge and informal playbooks into documented, scalable systems</li><li>Use performance data to identify training gaps and build content to close them</li><li>Package training content into role-specific reference cards, script summaries, and coaching guides for branch managers to deploy and reinforce independently</li></ul>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 roleQUALIFICATIONS• 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.

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