Customer Service - CS Training Coordinator

Pittsburgh Water•Pittsburgh, PA

16h•Hybrid

About The Position

The Customer Service Training Coordinator reports to the Senior Customer Service Manager with primary oversight of the daily operations of the Contact Center team. The Customer Service Training Coordinator will develop, coordinate, schedule, and conduct training of newly hired and existing Customer Service personnel. The Training Coordinator will assess each employee’s mastery of the training content and will regularly evaluate customer calls, both recorded and live, to ensure the highest quality of service to Pittsburgh Water customers. This position requires working in the office Monday through Friday from 8:00 AM to 5:00 PM. Between training classes, this position is hybrid.

Requirements

Ability to display decision making skills, to demonstrate initiative, and to complete assignments in a timely manner with little supervision
Proficient in use of MS Word, Excel, Pittsburgh Water’s billing system, and other systems and third-party applications as necessary
Proficiency in training technologies such as Learning Management Systems, e-learning, and distance learning
Excellent oral and written communication skills and strong interpersonal skills
Personal commitment and drive to make decisions without the need to escalate
Establish and maintain effective working relationships with supervisors, associates, outside agencies and the public
Bachelor’s Degree in Business Management, Business Administration or a related field from an accredited college or university
Two (2) or more years of experience in a training or development position
Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator’s License at the time of application or prior to appointment
A valid driver’s license must be maintained throughout employment
Applicant must have permanent residency within one of the following Pennsylvania counties at the time of appointment and remain a resident within one of the noted counties throughout employment with the Pittsburgh Water: Allegheny, Armstrong, Beaver, Butler, Fayette, Greene, Lawrence, Indiana, Washington, or Westmoreland
Ability to successfully pass a thorough investigation consisting of a criminal history check, verification of prior employment and performance, reference, and credentials checks, and in some cases credit history
Applicants are subject to a System for Award Management (SAM) or any successor system search as maintained by the General Services Administration (GSA) to ensure compliance with federal procurement and non-procurement programs

Nice To Haves

Considerable knowledge of PA Public Utility Commission Regulations, including 52 PA Code, Chapters 56, 61, and 65, and 66 PA Chapter 14

Responsibilities

Understand operational workflows within AMI and Billing, Collections, Contact Center, Dispatch, Lead Help, Permits, PGH2O Cares, and PUC Compliance
Gather and compile technical, procedural, and process-related information into training materials, and utilize adult learning methodology to facilitate knowledge transfer
Utilize Pittsburgh Water’s Learning Management System (LMS) to develop innovative and effective ways to address training needs
Post and maintain all training materials on Pittsburgh Water’s intranet site, SharePoint
On-board newly hired employees in Customer Service
Work with the other Senior Customer Service Coordinator, Dispatch Coordinator, and Contact Center Coordinator to provide regular one on one training to Contact Center and Dispatch staff
Conduct live call monitoring alongside the Senior Customer Service Coordinator and Dispatch Coordinator and provide one on one live virtual coaching and call evaluations
Demonstrate exceptional time management skills and the ability to multitask
Maintain automated call distribution software alongside the Senior Customer Service Coordinator
Ensure that all Customer Service staff have a working knowledge of Pittsburgh Water policies, procedures, tariffs, and relevant PA PUC regulations
Develop training materials designed for adult learners and foster a culture to support knowledge transfer between Customer Service Representatives
Prepare monthly employee assessment reports/metrics for management
Maintain workflow documentation and work with management and IT to automate processes wherever possible
Archive training and materials in an approved manner, making them easily accessible to staff
Stay current with technological advances that affect Customer Service and make recommendations to management for upgrades, refreshes, and new acquisitions
Provide training that guarantees all business processes comply fully with applicable federal, state, and local laws
Perform other tasks as assigned or required