Trainer - Contact Center Team

Who we Are

Oncourse Home Solutions (OHS) is a people-centric, $400M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.6 million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported.

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home, we safeguard essential systems like plumbing, heating and cooling, appliances, power surge protection, hot water heaters, and interior electrical components. Outside the home, we ensure the protection of vital lines, including water, gas, wells, sewers, electric, and septic systems. We primarily go to market B2B2C, partnering mostly with water / gas / electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water / gas / electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an 'Oncourse SUPER'-Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers don't have to. We view every day as an opportunity to step up, step out, and remind others that we are in this together, to stay on course.

We are a proud equal opportunity employer, and our employment decisions are based on business needs, job requirements and individual qualifications without regard to of race, sex, gender identity, sexual orientation, color, pregnancy status, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting talented applicants and retaining top talent while providing an employment experience that is free from discrimination, retaliation, and / or harassment.

Position Summary : The Trainer partners with the Training Manager, Instructional Designers, and business leaders to deliver effective training based on the organization's training development strategy and other needs identified by the business. The primary training focus includes Employee Development, Corporate Culture, New Hire Onboarding, Skill Enhancement, and System / Technical Training. This role will model the vision, values, and mission of Oncourse Home Solutions and utilize adult learning facilitation skills to deliver Oncourse Home Solutions Training.

This position is based in our Chicagoland office of Naperville IL. Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required.

Responsibilities include but are not limited to :

• Model adult learning principles and facilitate engaging training sessions across various environments (instructor-led, video, CBT / WBT, etc.).
• Internalize and deliver course content credibly, ensuring a learner-focused approach.
• Conduct pilot sessions and provide feedback for continuous improvement of training programs.
• Facilitate train-the-trainer workshops and cross-train colleagues in areas of expertise.
• Lead the class effectively, managing behaviors and holding trainees / new hires accountable.
• Manage classroom dynamics to create a positive and productive learning environment.
• Collaborate with the Training Manager and Instructional Designers to align training with leadership / employee development and corporate culture strategies.
• Provide ongoing support to learners post-training to ensure effective on-the-job application and perform other duties as assigned by direct manager or leadership.
• Perform other duties as assigned by direct manager or leadership.

We are Excited if this if You

Experience and Qualifications of the Role

Education

Bachelor's degree in one of the following areas : Business, Adult Learning, Organizational Development, or a related field, or equivalent work experience.

Certificates, Licenses, Registrations

Training related certifications preferred, such as Certification in leadership / management programs (e.g., DiSC, Lominger, Situational Leadership).

Computer Skills Needed to Perform the Job

Competencies

Functional / Technical Skills - Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.

Communicate Effectively- Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Learning on the Fly- Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.

Presentation Skills- Is effective in a variety of formal presentation settings : one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both cool data and controversial topics; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working.

Approachability- Is easy to approach and talk to; spends the extra effort to put others at ease; can be warm, pleasant, and gracious; is sensitive to and patient with the interpersonal anxieties of others; builds rapport well; is a good listener; is an early knower, getting informal and incomplete information in time to do something about it.

Performance Management- Consistently recognizes and rewards excellent performance and addresses performance issues head-on, without delay. Manages individuals situationally based on the person's skill level, work style, and areas of opportunity.

Self-Knowledge- Knows personal strengths, weaknesses, opportunities, and limits; seeks feedback; gains insight from mistakes; is open to criticism; isn't' defensive; is receptive to talking about shortcomings; looks forward to balanced (pluses and minuses) performance reviews and career decisions.