Customer Service Representative responsible for assisting clients with their health insurance inquiries via telephone. Ensuring excellence in service and compliance with regulations while documenting all interactions.
About the role
- Customer Services Training Coordinator designing e-learning training programs for Eversource. Supporting training material development, offering refresher training, and contributing to customer service processes.
Responsibilities
- Perform a wide variety of assignments and tasks related to Customer Group training
- Assist with the design, development, and delivery of e-learning training programs and training materials
- Assist 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
- Provide updates and incorporate new procedures and revisions into training materials
- Design and edit training materials required to support training
- Responsible for developing, writing and/or revising job aids and communications
- Analyze proposed or existing policies, procedures and processes to drive process improvement
- Participate and collaborate in cross-functional project teams that affect customer service processes and support necessary training
- Evaluate performance during training and effectively communicate performance to supervision
- Utilize Learning Management System to upload classes and rosters
- Ability to travel to other locations for training as needed
- Plan, develop, and conduct system-based specialized training programs for CS and related groups
- Develop, review, recommend and update Customer Service job performance standards.
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
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