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ONE Gas · 19 hours ago

Technical Trainer, Customer Service (Tulsa, OKC and El Paso)

Tulsa, OK

Full-time

Onsite

Mid Level

ONE Gas is a company that emphasizes inclusion and diversity in its workforce. They are seeking a Technical Trainer to create and facilitate training programs for new hires and existing staff, focusing on customer service and operational efficiency.

EnergyOil and GasRenewable Energy

Growth Opportunities

No H1B

Responsibilities

Create training and instructional design for new-hire curriculum, process improvement training, and change management

Facilitate training programs, update insight articles (Knowledge Base), and author articles for non-standard work

Construct and maintain facilitator guides and operations manuals for new processes, procedures, and tools

Facilitate virtual training (multiple 6-week classes/year)

Create instructional design material for standardized tasks and assess materials to ensure effectiveness and ability to reach all learners using various delivery methods

Contribute as a technical resource in Customer Service training programs

Aid customer-requested training and consultations

Assist management with data analysis to identify process improvements, track errors, and drive results-oriented coaching and job aids

Mentor site-level development coaches

Update Insight Knowledge Management and post current articles to ensure Customer Service employees receive timely and pertinent information for Contact Centers, Collections, Billing, Workforce Management, Banner Support, and Dispatch functions

Partner with management to evaluate employees' need for additional testing or training

Prepare and conduct training and testing to ensure consultants operate within compliance standards when handling emergency call orders

Regular and reliable attendance is required in the performance of the job

Employee may be required to perform additional duties as assigned

Qualification

Customer service experienceInstructional designData analysisMicrosoft OfficeE-learning toolsClassroom control strategiesCertified Technical Training SpecialistFluency in EnglishCommunication skillsMentoring

Required

Applicants must be authorized to work in the United States

Associate's Degree (preferred) in Business, Education, a related communications field, or an equivalent combination of education and experience

Experience in the customer service industry within Contact Centers, Billing, Workforce Management, Banner Support, or Dispatch functions

Experience communicating in-person, virtually, or in writing, with the ability to quickly supplement training based on the audience's needs

Experience working with Microsoft Office programs, with a knowledge of Word, Excel, and PowerPoint

Demonstrated ability to employ classroom control strategies and tailor coaching methods for various learning styles and needs

Demonstrated ability to create and facilitate hands-on and activity-led training to reinforce and supplement learning

Demonstrated ability to read and interpret reports, governmental regulations, training materials, safety and field procedural manuals, policies, procedures, and correspondence

Demonstrated ability to research, analyze, and prepare reports, training aids, manuals, needs assessments, policies, procedures, and correspondence

Working knowledge of data analysis methods and needs assessments

Working knowledge of e-learning tools, learning management systems (LMS), and their applications

Working knowledge of the policies and procedures for contact centers in all three systems

Demonstrated ability to read and write fluently in English

Minimum Applicable driver's license

Requires travel to other company offices, field locations, and customer locations

Mobility to travel in and around office surroundings and job and training sites out of doors

Ability to communicate and exchange information verbally and in writing

Visual Abilities Sufficient To Perform Job Duties