What are the responsibilities and job description for the Consumer Experience and Engagement Trainer position at White River Valley Electric Cooperative, Inc.?
GENERAL DESCRIPTION
The Consumer Experience and Engagement Trainer, under the direction of VP/Chief Growth Officer and in conjunction with the VP/Chief Administration Officer, will oversee the activity of the Cooperative to drive the overall consumer experience by delivering on a best-in-class model. This role is targeted for an individual who is empathetic with excellent communication and critical-thinking skills.
SUPERVISORY ROLE
- Evaluates and trains employees.
- Oversees the daily workflow of quality assurance monitoring, training, and best-in-class delivery of service.
- Conducts call and job assessments, alongside department VPs/Managers/Supervisors (department designees), that are timely and constructive.
- Collaborates with department designees to map effective processes that ensure efficient workflows and employee development.
- Designs and benchmarks journey mapping for a positive consumer experience.
RESPONSIBILITIES:
The duties and responsibilities described below are the essential functions of the job and are not intended to be all inclusive for this position.
- Assists various departments to develop, train, and implement processes to ensure that products and services meet required specifications for quality, function, reliability, and superior service prior to delivery.
- Identifies and sets, alongside department designees, appropriate quality standards and parameters for products and services.
- Communicates quality standards and parameters with cross-departmental teams and other appropriate staff.
- Coordinates call monitoring/coaching processes to review consumer and employee feedback.
- Collaborates and implements, alongside department designees, mapping for internal employee processes and external consumer journey.
- Monitors reputation management platforms and survey programs for enhanced consumer and employee satisfaction.
- Maintains compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.
- Attends member engagement events, community activities, and networking opportunities to drive company awareness and knowledge of value-added programs.
- Performs other duties as assigned.
POSITION REQUIREMENTS
- Bachelor’s degree in business management, communications, marketing, human resources, entrepreneurship, or field related to the services and employee development required
- Experience in positions dealing directly with customer service is required.
- Minimum of five (5) years in the electric utility field, preferred.
- One year of call center training experience or equivalent preferred.
- Consumer Experience (CX) certification preferred.
- Strong supervisory and leadership skills.
- Ability to create, implement, and monitor protocols and procedures.
- Thorough understanding of principles and methods used to promote, display, and sell products and services.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Skills and ability to develop and execute presentations.
- Must have and maintain a valid Missouri driver’s license.
- Ability and willingness to travel up to 20%, including overnight travel.
Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.