Hybrid Customer Services Training Coordinator

at Eversource Energy

• Job title: Customer Services Training Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,340 - $89,270 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Manchester, United States

About the role

• Training Coordinator for Eversource's Customer Services conducting training for Customer Group staff. Assisting in the design and facilitation of training materials and programs.

Responsibilities

• Performs a wide variety of assignments and tasks related to Customer Group training.
• Assists with the design, development, and delivery of e-learning training programs and training materials.
• Assists with the revision and maintenance of training materials, preparation of needs analysis, training plans, and design documents.
• Supports refresher training and new hire training programs.
• Develops and maintains Customer Service Policies and Procedures, job aids, communications, and reference materials for the Customer Group organization.
• 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.
• Creates 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.
• 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.
• Develops, reviews, recommends and updates 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

• Eversource offers a competitive total rewards program.
• Check out our careers site for an overview of our benefits programs.