What are the responsibilities and job description for the Training Specialist - Customer Service position at WSSC Water?
The Training Specialist – Customer Service is responsible for evaluating, designing, coordinating and delivering a comprehensive range of training and education programs for the customer service department.
Essential Functions
- Analyzes and assesses training and development needs within the customer services department and designs tools/programs with performance-based outcomes
- Creates training plans and curricula that align with the team’s and individual units’ objectives
- Designs, develops, evaluates and updates training content, materials, manuals, tests and related training aids to ensure optimum effectiveness
- Determines most effective instructional methods and tools based on assessments and/or specified training needs including individual training, group instruction, demonstrations, meetings, workshops, refreshers, in person, virtual, and/or self-study
- Delivers and/or coordinates training covering a range of topics such as technical, operational, customer service, soft skills, communications and leadership skill development
- Develops and/or manages training quality program to ensure appropriate knowledge transfer, quality customer service skill development, and training goals have been met
- Collaborates with appropriate people throughout the organization to develop a comprehensive, scaleable and sustainable training program
- May travel to WSSC Water satellite sites or to external (out-of-state) contractor sites to deliver training and other supporting activities
- Serves as a coach and/or supervisor during training process
- Manages administrative functions necessary to deliver and document training programs
- Prepares and reports on training delivery and curriculum effectiveness
- Provides guidance, monitoring, and oversight of external entities contracted for the development and delivery of supplemental training within the Customer Service team
Other Functions
- Develops train-the-trainer programs where applicable
- Helps develop the department training budget
- Performs other related duties as assigned
Work Environment And Physical Demands
- Work is performed in a standard office setting
- Must be able to walk and lift up to 10lbs with or without reasonable accommodation
Required Knowledge, Skills, And Abilities
- Demonstrated knowledge in adult learning concepts, instructional design including curriculum design
- Demonstrated knowledge of call center operations and customer information systems
- Knowledge of and experience in quality monitoring and developing quality assurance initiatives
- Strong computer skills including MS Office (e.g., Excel, Word and Power Point)
- Excellent interpersonal, communication & technical writing skills
- Excellent platform and delivery skills
- Strong communication, administrative and organizational skills
- Ability to analyze & organize complex information and quickly assimilate new information & ideas
- Proven ability to contribute new ideas & approaches for improving employees’ skills & knowledge
- Ability to develop a diverse group of employees through positive motivation and training
- Possesses strong organizational skills and attention to detail
- Ability to manage multiple projects, multi-task, meet multiple deadlines, & handle pressure with tact and poise
Minimum Education, Experience Requirements
- Bachelor’s degree in Education, Instructional Design, Human Resources, Organizational Design, Business Administration or related field
- 4 years of professional training or customer service coaching experience
OR
- High school diploma or equivalent
- 8 years of professional training or customer service coaching experience
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