Training & Development Specialist

PSEG•Edison, NJ

2d•Hybrid

About The Position

PSE&G is seeking a Training & Development Specialist to join the Technical Training team within the Transformation & Centralized Services organization at our Edison, NJ location. The Training & Development Specialist will support the development of a safe, skilled, and efficient workforce by delivering high-quality training for Customer Care operations. This role focuses on instructing and developing bargaining unit (BU) trainees across a range of Customer Operations training programs, including but not limited to the 12-week Customer Care Inquiry training program. The position also supports additional training initiatives aligned with evolving business needs, ensuring employees are prepared to effectively perform their roles within Customer Operations. The Training & Development Specialist is responsible for delivering instruction, evaluating trainee performance, and ensuring employees and contractor personnel develop the technical knowledge and skills required to perform Customer Care responsibilities in accordance with company procedures, regulatory requirements, and industry standards.

Requirements

High school diploma or GED.
Minimum of 5 years of experience in Customer Care, Customer Operations, or related utility/customer service roles.
Demonstrated experience coaching, mentoring, or training employees in a customer service or operations environment.
Strong understanding of Customer Care functions such as Inquiry, Billing, Collections, and system navigation.
Ability to learn and apply training and instructional design processes, including analysis, design, development, and evaluation.
Proficiency in Microsoft Excel, PowerPoint, and Word.
Strong written and verbal communication skills.
Ability to manage classroom dynamics and engage adult learners effectively.

Nice To Haves

Bachelor’s degree in Education, Training, Instructional Design, Business, or a related field.
Experience with systems such as CRM platforms, billing systems, or other customer service technologies.
Experience in instructional design, task analysis, and training evaluation.
Experience facilitating assessments and working with unionized (bargaining unit) environments.
Supervisory or project management experience.
Experience with Learning Management Systems (LMS) and reporting tools.
Experience with alternative training delivery methods, including e-learning, virtual, or blended learning environments.
Process improvement experience (Lean Six Sigma Green Belt preferred).

Responsibilities

Deliver instructor-led training for Customer Care programs, including the 12-week Inquiry training program.
Coach, mentor, and develop bargaining unit (BU) trainees in the classroom and simulated work environments.
Evaluate trainee performance and provide feedback to support development and readiness.
Support the design, development, and annual updates of Customer Care training curriculum.
Collaborate with subject matter experts (SMEs) to identify training needs and ensure content accuracy and relevance.
Apply instructional design principles (analysis, design, development, and evaluation) to enhance training effectiveness.
Utilize learning technologies and systems to support training delivery, tracking, and reporting.
Understand and communicate training performance metrics, including those within the Manager’s Dashboard.
Participate in training committees and Customer Care work groups.
Support field or operational assignments as needed, including supervisory responsibilities aligned with business needs.