Surgical Support Representative handling surgical sales orders and customer inquiries. Providing world - class customer service and support to sales force in various regions.
About the role
- Training Coordinator for Eversource's Customer Services conducting training for Customer Group staff. Assisting in the design and facilitation of training materials and programs.
Responsibilities
- Performs a wide variety of assignments and tasks related to Customer Group training.
- Assists with the design, development, and delivery of e-learning training programs and training materials.
- 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 the Customer Group organization.
- 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.
- Creates 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.
- 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.
- Develops, reviews, recommends and updates Customer Service job performance standards.
- Assists in the review and documentation of various design specifications associated with changes and enhancements to the CS system.
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.
Job title
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