Coordinator, Customer Services Training
Eversource Energy
full-time
Posted on:
Location Type: Hybrid
Location: Westwood • Connecticut, Massachusetts, New Hampshire • 🇺🇸 United States
Visit company websiteSalary
💰 $80,340 - $89,270 per year
Job Level
Mid-LevelSenior
About the role
- Perform a wide variety of assignments and tasks related to Customer Group training
- Assist with the design, development, and delivery of e-learning training programs and training materials
- Assist with the revision and maintenance of training materials, preparation of needs analysis, training plans, and design documents
- Support refresher training and new hire training programs
- Develop and maintain Customer Service Policies and Procedures, job aids, communications, and reference materials for use throughout the Customer Group organization
- Supports refresher training and new hires classes for Customer Group
- Provides updates and incorporates new procedures and revisions into training materials
- Designs and edits training materials required to support training
- Responsible for developing, writing and/or revising job aids and communications and promptly distributes to impacted departments
- Create engaging learning activities and compelling course content that enhances retention and transfer
- Analyzes proposed or existing policies, procedures and processes to drive process improvement and provides process flow documentation
- Participates and collaborates in cross-functional project teams that affect customer service processes and supports necessary training
- Evaluates performance during training and effectively communicates performance to supervision
- Utilizes Learning Management System to upload classes and rosters
- Ability to travel to other locations for training as needed
- Plans, develops, and conducts system-based specialized training programs for CS and related groups
- Plans, develops, and conducts customer relations training programs for CS and related groups
- Develops training aids and materials required for training programs
- Observes performance level of customer service representatives through the use of telephone monitoring and other assessment techniques to determine individual/departmental performance levels and reinforcement training needs
- Helps develop and maintain Customer Service work practices
- Develop, review, recommend and update Customer Service job performance standards
- Assists in the review and documentation of various design specifications associated with changes and enhancements to the CS system.
Requirements
- Proven work experience as a trainer and training facilitation
- Knowledge of computer-based-training development tools (Articulate Studio & Storyline, and Adobe Captivate preferred)
- Knowledge of learning management systems and web delivery tools a plus
- Familiarity with traditional and modern job training methods and techniques
- Advanced organizational skills with strong attention to detail
- Ability to manage multiple tasks and changing priorities
- Good communication skills and strong writing skills
- Strong customer focused and team oriented
- Proficiency with MS Office Applications including Word and PowerPoint
- Able to take initiative
- Able to accept responsibility and accountability
- Participates in and contributes to team effectiveness
- Applies knowledge and skill to identify process improvement opportunities
- Responds promptly and appropriately
- Ability to work effectively under pressure.
Benefits
- Competitive total rewards program
- Overview of benefits programs
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
e-learning developmenttraining material designneeds analysisjob aids developmentprocess improvementperformance evaluationcustomer service trainingtelephone monitoringtraining facilitationcomputer-based training
Soft skills
organizational skillsattention to detailcommunication skillswriting skillsteam orientedinitiativeresponsibilityaccountabilityability to manage multiple tasksability to work under pressure