Customer Service - Trainer 105-1059

JOB SUMMARY: This position is responsible for the training of personnel in the Customer Service and Enrollment departments on procedures, policies, and mode of operations. This job requires someone who is flexible and adaptable to different learning styles, participant needs, and unexpected changes or challenges that may arise during training sessions while remaining motivational to all. Your duties will include performing training needs assessments, designing and delivering curriculum and learning materials and managing all phases of training interventions.   KEY RESPONSIBILITIES: Responsible for developing workflows, job aids, and other training documentation. Formulates training outlines and determines instructional methods utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops. Present information using a variety of instructional techniques or formats, such as role-playing simulations, team exercises, group discussions, videos, or lectures. Perform program assessment following training program completion which could result in making modifications to previous training presentations. Select or develop teaching aids, such as worksheets, demonstration models, multimedia visual aids, computer tutorials, and reference works. Operate audio-visual and or instructional media equipment. Monitor training effectiveness to ensure incorporation of taught skills and techniques into employee work behavior. Assess training needs through department surveys, interviews with employees, or consultation with managers. Confer with management to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations and technologies. Review ongoing programs to ensure that they reflect any changes on a regular basis. Other duties as assigned.   QUALIFICATIONS: Excellent verbal and written communication skills Ability to analyze problems and strategize for better solutions Experience with technologies and best practices for instructional manuals and teaching platforms Excellent interpersonal skills and communication with all levels of management Able to multitask, prioritize and manage time efficiently.  Ability to work with little supervision Strong computer skills especially with Microsoft Office products Strong technical acumen Strong knowledge of learning principles Good experience of organizing the full training cycle Excellent knowledge of traditional and modern training methods, tools, and techniques Good ability to present complex information to a variety of audiences   EDUCATION/EXPERIENCE: Bachelor’s degree in education, human resources, or related field or equivalent experience. Two (2) years of experience in learning and development, teaching, or related position. Experience teaching adults is preferred. Experience with eLearning platforms such as Articulate 360 is preferred.