Columbia Home Services

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

• 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