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Eversource Energy · 5 hours ago

Customer Services Training Coordinator (Hybrid Schedule)

Manchester, NH

Full-time

Hybrid

New Grad, Entry Level

$80K/yr - $89K/yr

0+ years exp

Eversource Energy is a company focused on providing energy solutions, and they are seeking a Customer Services Training Coordinator. The role involves designing, developing, and delivering training programs and materials for customer service representatives, ensuring effective training and performance evaluation.

DeliveryElectrical DistributionEnergyEnergy EfficiencyNatural ResourcesOil and GasRenewable EnergyStaffing Agency

No H1B

Responsibilities

Supports refresher training and new hires classes for Customer Group

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

Create 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

Ability to travel to other locations for training as needed

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

Develop, review, recommend and update Customer Service job performance standards

Assists in the review and documentation of various design specifications associated with changes and enhancements to the CS system

Qualification

Training facilitationE-learning developmentLearning Management SystemComputer-based training toolsMS Office proficiencyProcess improvementCommunication skillsWriting skillsTeam orientedAttention to detail