Customer Services Training Coordinator (Hybrid Schedule)

Eversource Energy•Westwood, MA

2d•Hybrid

About The Position

Eversource will not offer immigration-related sponsorship for this position. Applicants who require immigration sponsorship—either now or in the future—should not apply. This includes, but is not limited to, direct company sponsorship, listing Eversource as the employer of record on immigration documents, or any work authorization that requires company involvement or documentation (e.g., H-1B, OPT, STEM OPT, CPT, TN, J-1, O-1, etc.). Eversource supports work-life balance by offering hybrid schedules for certain roles. Eligibility is based on job responsibilities, operational needs, nature of work and team dynamics. Current guidelines require employees to work at least three days in the office, including Tuesdays and Wednesdays, with the third day set by the employee and supervisor based on department needs. These guidelines apply to roles approved for remote work and are subject to change, based on managerial discretion and work performance. All applicants must be able to work up to five days in the office if needed (for example: emergencies, training, or other business needs) or should the policy change The individual in this role will perform a wide variety of assignments and tasks related to Customer Group training. This position will assist with the design, development, and delivery of e-learning training programs and training materials. This position 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 use throughout the Customer Group organization.

Requirements

Technical Knowledge/Skill: 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.
Education: Bachelor’s degree in training, education, business administration, related discipline or equivalent experience
Experience: Zero (0) plus years of related experience in learning development and training facilitation

Responsibilities

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.