Coordinator, Customer Services Training (Hybrid Schedule) at Eversource Energy

Westwood, Massachusetts, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

NoVisa

Energy, UtilitiesIndustries

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
Ability to work hybrid schedule (at least three days in office, including Tuesdays and Wednesdays, up to five days if needed)
No need for immigration sponsorship (must be authorized to work without company sponsorship)

Responsibilities

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 for Customer Group
Provide updates and incorporate new procedures and revisions into training materials
Design and edit training materials required to support training
Develop, write, and/or revise job aids, communications, and reference materials; promptly distribute to impacted departments
Create engaging learning activities and compelling course content that enhances retention and transfer
Analyze proposed or existing policies, procedures, and processes to drive process improvement and provide process flow documentation
Participate and collaborate in cross-functional project teams that affect customer service processes and support necessary training
Evaluate performance during training and effectively communicate performance to supervision
Utilize Learning Management System to upload classes and rosters
Travel to other locations for training as needed
Plan, develop, and conduct system-based specialized training programs for CS and related groups
Plan, develop, and conduct customer relations training programs for CS and related groups
Develop training aids and materials required for training programs
Observe performance level of customer service representatives through telephone monitoring and other assessment techniques to determine individual/departmental performance levels and reinforcement training needs
Help develop and maintain Customer Service work practices
Develop, review, recommend, and update Customer Service job performance standards
Assist in the review and documentation of various design specifications associated with changes and enhancements to the CS system
Develop and maintain Customer Service Policies and Procedures, job aids, communications, and reference materials for use throughout the Customer Group organization