Customer Services Training Coordinator (Hybrid Schedule)

Customer Group Training Specialist

The individual in this role will perform a wide variety of assignments and tasks related to Customer Group training. This position will assist with the design, development, and delivery of e-learning training programs and training materials. This position 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 use throughout the Customer Group organization.

Essential Functions :

• 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.

Qualifications :

Education :

Experience :

Competencies :

Compensation and Benefits :

Eversource offers a competitive total rewards program. Check out our careers site for an overview of our benefits programs. Salary is commensurate with your experience. This position is eligible for a potential incentive. The annual salary range for this position is : $80,340.00-$89,270.00 Worker Type : Regular Number of Openings : 1 Emergency Response : Responding to emergency situations to meet customers' needs is part of every employee's role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

EEO Statement : Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status. VEVRRA Federal Contractor