Hybrid Customer Services Training Coordinator

at Eversource Energy

• Job title: Customer Services Training Coordinator
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,340 - $89,270 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Westwood, United States

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