Family Contact Center Trainer

Job DescriptionFamily Contact Center TrainerLocation: Hendersonville, TN (Remote)Employment Type: Full-TimeCompany: SilverAssist (Parent company of Caring)Position SummaryThe Family Contact Center Trainer is responsible for designing and delivering training programs that support the performance of Family Advisor and support teams. This role owns the full training lifecycle: identifying needs, building content, facilitating sessions, and measuring results. The training prepared in this role specifically enables advisors to assist families in finding assisted living, memory care, or independent living communities during periods of stress and urgency.Essential Duties And ResponsibilitiesDesign and develop training curricula covering new hire onboarding, sales skills, community and care-type knowledge, and compliance requirements.Build eLearning modules, video lessons, job aids, and assessments using professional authoring tools and AI-assisted content development.Partner with subject matter experts to develop accurate, learner-ready content.Create scenario-based training reflecting real Family Advisor conversations (initial assessments, community recommendations, objection handling, and placement decisions).Administer the company LMS, managing course assignments, learning paths, user groups, and enrollment workflows.Track learner progress and assessment results, leveraging data and AI tools to surface insights on training effectiveness.Facilitate virtual training sessions including new hire orientation, skills workshops, and team development.Provide individual and small-group coaching to reinforce training and address skill gaps.Partner with managers to identify performance trends and adjust training accordingly.Maintain training records ensuring content meets Fair Housing Act and HIPAA requirements.Required Qualifications3+ years of experience in corporate training, instructional design, or a learning and development role.Experience administering an LMS; Salesably experience is strongly preferred.Ability to build eLearning content using professional authoring tools.Experience facilitating virtual training to varied audiences.Ability to translate complex information into clear, practical training content.Organized, self-directed, and able to manage multiple projects simultaneously.Preferred QualificationsExperience in senior living, senior placement, or home care.Background training advisors or sales teams in a consultative sales environment; experience with call center teams or fully remote employees.ATD, CPLP, or similar certification.Compensation & BenefitsCompensation: $60,000 - $70,000 (based on experience)Work Arrangement: Fully remote position (occasional travel may be required).Benefits: Group insurance options (medical, dental, vision), 401(k), and flextime.