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Shaw Industries Inc Customer Service Digital Training Coordinator - REMOTE in Cartersville, Georgia

Job Title

Customer Service Digital Training Coordinator - REMOTE

Position Overview

Customer Service Digital Training Coordinators transition associates throughout their learning process within Customer Service including both Client Contact Center and Client Solutions business segments. They coach, mentor, monitor and evaluate associate performance to ensure training success in a virtual environment and a positive learning experience. Digital Training Coordinators create, develop and facilitate eLearning content using a variety of instructional methods and designs. These coordinators document process changes, define requirements, train, educate and advocate Customer Service systems utilization. Champion change management at the user level to create successful adoption of new solutions.


  • Own collaboration with business partners to identify current and future training needs to ensure key learning objectives are met.

  • Develop self-paced eLearning curriculum, storyboards, online tutorials and assessments.

  • Demonstrate a strong commitment to the mission and vision of the organization.

  • Optimize schedule, technology resources and content to maximize learning investment appropriately.

  • Document project updates & participate in weekly report outs.

  • Maintain a high Standard of Conduct for self and participants in all sessions- Attend, be prepared and ready to start on time and concentrate on learning at hand.

  • Facilitate Customer Service Orientation to a virtual audience and continuously update for improvements and compliance accuracy.

  • Facilitate training and manage people in remote classroom environments including but not limited to 1:1 discussions such as knowledge assessments, training opportunities, etc.

  • The passion to learn continuously. Independently seek and participate in industry and professional organizations and learning publications to stay up-to-date with knowledge, trends and competitor remote training techniques.

  • Complete administrative tasks that document training records for associates as defined in Records Retention policies and procedures.

  • Preserve trust as it relates to confidential information/situations specific to departments, associates, managers and Human Resources.

  • Serve as a subject matter expert. Test and troubleshoot new Customer Service platforms and processes required to successfully train.

  • Develop and facilitate on-going soft skills training for new and existing call center representatives.


  • Communicate Effectively

  • Initiate Action

  • Continuous Improvement

  • Adapt and Change

  • Learn and Apply


  • High School diploma or GED Required.

  • Minimum 1 year experience in leadership, development and successful coaching of adults

  • Experience creating content for adult learning using multiple digital delivery methods and techniques

  • Excellent verbal and written communication skills with attention to detail

  • Maintain a virtual visual presence throughout each work day, as needed.

  • Proactive and positive self-starter with a passion for continuous improvement of the processes around you.

  • Ability to work in a team based collaborative virtual environment.

  • Ability to maintain confidentiality of sensitive issues

  • Ability to work flexible hours, overtime and/or weekends as required by business needs.


  • Associate Degree or higher

  • Google Suite: Google slides, Google Meet experience

  • Web based facilitation and/or training experience facilitation experience

Hours 8:00 - 5:00

Location- Remote

Work Shift

8 hour, day shift

Shaw is an Equal Opportunity Employer and is committed to providing a workplace free of discrimination, harassment, and retaliation. It is our policy to recruit, hire, train, and promote individuals in all job classifications without regard to race, color, religion, age, sex, sexual orientation, national origin, disability, veteran status, gender identity, or any other legally protected status.

As we continue to monitor the spread of COVID-19 (coronavirus), we might determine the need to postpone in-person interviews to ensure the health and safety of our associates, candidates, and the community. In this case, we can accommodate with a phone or video interview, and will schedule an in-person interview for a later date. The method by which you interview does not impact your standing as a candidate for this position.

Shaw Industries Group, Inc. is more than a flooring company – we are 22,000 people united in our vision of creating a better future for our customers, for our people, for our community and for our company. We provide carpet, resilient, hardwood, tile & stone, laminate, synthetic turf and other specialty items for residential and commercial markets worldwide. We meet diverse customer needs through an expansive portfolio of brands, including: Anderson Tuftex, COREtec, Patcraft, Philadelphia Commercial, Shaw Contract, Shaw Floors, Shaw Hospitality, Shaw Sports Turf, Southwest Greens, USFloors and more.

Headquartered in Dalton, Georgia, Shaw is a wholly owned subsidiary of Berkshire Hathaway with nearly $6 billion in annual revenue and representation throughout the U.S., as well as in Australia, Belgium, Brazil, Canada, Chile, China, France, Great Britain, India, Mexico, Scotland, Singapore and the United Arab Emirates. For more information about our company brands, operations and community involvement, visit

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