The base salary range for this position is dependent upon experience and location, ranging from $92,185 to $115,232
JOB SUMMARY: Technical Trainer Customer Service
Scope of Work - Main duties, settings, geography, reporting relationships, other relationships:
Conducts ongoing evaluations to ensure effectiveness of training programs and recommends modifications as necessary within the scope of contact center customer service. Updates and conducts as necessary, routine and standardized training programs. Develops and conducts complex training programs and associated internal communications in response to organizational needs. Conducts quality monitoring of customer representatives. Maintains records of training activities and employee progress and monitors effectiveness of programs.
MAJOR ROLES AND RESPONSIBILITIES (Scope of work - range of responsibilities):
Administers, organizes, and conducts training and educational programs in connection with corporate and customer services initiatives that impact the CRC and/or regional customer service. May develop internal communications for customer service explaining policies and procedures and business initiatives. Conducts ongoing evaluations to ensure effectiveness of programs and recommends modifications as necessary. Conducts phone quality monitoring and reviews system generated reports to assure customer satisfaction and ensure adherence to customer service business practices. Updates routine and standardized training programs. Maintains records of training activities including maintenance of program in company LMS and employee progress and monitors effectiveness of programs. Participates in customer service projects as appropriate. Provides subject matter expertise on projects to modernize training programs and platforms. Provides training support to contractor trainers. Support may be in the form of travel to support initial train the trainer or virtual support. Also, will include real time Q&A resource for contractor trainers.
JOB REQUIREMENTS:
Education & Experience Required:
- Bachelor's Degree with a minimum of 3 years relevant experience preferred.
- Associates Degree with a minimum of 5 years relevant experience or High School/GED with the completion of the relevant progression program and 10 years relevant experience required.
- Working knowledge of customer information and ancillary systems, customer service policy and procedures.
- Experience working in a formal management system.
Skills/Abilities:
- Ability to organize and present information.
- Comfortable speaking in front of others.
- Advanced skill in Microsoft suite (Word, PPT, Outlook, etc.).
- Ability to navigate customer management systems, particularly SAP
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Mobility Information
Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country
AVANGRID's employment practices and policies are geared to hiring a diverse workforce and sustaining an inclusive culture. At AVANGRID we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law. If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com
Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within AVANGRD Network and Corporate functions. This does not include those that will work for Avangrid Renewables
Job Posting End Date:
October-18-2024
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