Training Specialist (Utilities)

FH Cann & Associates • North Andover, MA

2d • Remote

About The Position

F.H. Cann & Associates is seeking an experienced Corporate Training Specialist with extensive utility industry experience to develop, deliver, and maintain training programs for customer service and contact center operations supporting gas and electric utility clients. The ideal candidate will possess a strong background in adult learning, instructional design, and training delivery, with experience creating engaging e-learning content using Articulate 360 or similar learning technologies. This role will be responsible for training new hires and existing employees, evaluating training effectiveness, supporting operational initiatives, and ensuring compliance with client and regulatory requirements.

Requirements

• 3+ years of corporate training experience, preferably within customer service or contact center environments.
• Extensive experience developing and delivering training programs for utility companies, including gas and/or electric operations.
• Proficiency with Microsoft Office Suite, particularly PowerPoint.
• Strong understanding of adult learning principles, instructional design methodologies, and training best practices.
• Phenomenal communication, presentation, and public speaking skills
• Organizational and time management abilities
• Critical thinking and decision making
• Must be available and able to work during Eastern Time (ET) business hours, regardless of geographic location.
• Reliable high-speed internet (hard wired ethernet connection required) with minimum of 25 MBPS for Upload and Download speeds.
• Private, quiet, and distraction free room/office space
• Adhere to Telecommute Policy in its entirety
• Must have the ability to pass federal background screening and potential security clearance.

Nice To Haves

• Prior call center experience preferred
• Training or Learning & Development certifications (e.g., CPLP/CPTD) preferred.

Responsibilities

• Partner with management to identify training needs and coordinate training schedules.
• Develop, deliver, and maintain utility-specific training programs supporting gas and electric customer service, billing, collections, outage response, field service coordination, and regulatory compliance requirements
• Create and update e-learning modules, assessments, and learning materials utilizing Articulate 360 and other instructional design tools
• Prepare educational material such as power point presentations, SharePoint content, videos etc. as needed
• Support and mentor new employees
• Keep attendance and other records
• Conduct evaluations to identify areas of improvement
• Monitor employee performance and response to training
• Maintain records of training
• Attend client working sessions/meeting/training as needed
• Other projects as directed.

Benefits

• Equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level