Hybrid Customer Service Tech Trainer

Orlando Utilities Commission; Orlando (FL); Hybride; USD 62 000 - 78 000; Plein temps

Avantages offerts par ce poste

Hybrid work schedule

Educational assistance programs

Paid conference & training

Résumé du poste

OUC - TheReliableOne in Orlando, FL, seeks a Customer Service Technical Trainer to develop and deliver technical training for the Customer Experience & Sales team, including new hires and ongoing programs, in classroom and virtual formats.

The ideal candidate will have a Bachelor’s degree in Business/OD/Adult Learning or related field, at least 3 years in training, and experience with CC&B and LMS tools. Hybrid work schedule offered; some travel may be required.

Qualifications

• Bachelor’s degree in Business, Organizational Development, Adult Learning or related field from an accredited college or university. In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis.
• Minimum three (3) years of experience in training and/or training development (required) with two (2)years’ experience in training and development in a call center/customer service environment(preferred)
• Experience in organizational assessment, design, and implementation (preferred)
• Utility industry experience and experience using Oracle’s Customer Care & Billing (CC&B) Software(preferred);
• Certified Professional in Talent Development (CPTD), formerly (CPLP) (preferred)

Responsabilités

• Provide classroom based instruction for all areas in OUC's Customer Experience & Sales departmentthrough multiple modes of instruction while creating a positive learning atmosphere and ensuring compliance with all training policies and procedures;
• Assist in designing and developing training curriculum, to include enhancing, modifying, customizing, and updating; support the development of curriculum needed by customer experience operations and other supported business units;
• Ensure collaboration with the Training & Quality team and other customer service job groups;
• Assist in the development of training assessment tools such as tests and competency evaluation worksheets;
• Support efforts to determine effective instructional procedures and/or training methods such as individual training, group instruction, self-study techniques, demonstrations, and computer basedtraining as appropriate;
• Assist with establishing metrics to properly demonstrate training performance measurements; Partner with leadership to conduct needs analyses to determine training needs and evaluate existing program;
• Assist in quality coaching and monitoring;
• Other duties as assigned.

Connaissances

Training development

Presentation skills

Verbal written communication

Needs assessment

Formation

Bachelor’s degree in Business/Organizational Development/Adult Learning or related field

Outils

CC&B (Oracle)

MDM

Snagit

Camtasia

Adobe Captivate

Articulate

SharePoint

Webex

Microsoft Teams

Cornerstone LMS

OMS

Office Suite

Description du poste

OUC - TheReliableOne in Orlando, FL, seeks a Customer Service Technical Trainer to develop and deliver technical training for the Customer Experience & Sales team, including new hires and ongoing programs, in classroom and virtual formats.

The ideal candidate will have a Bachelor’s degree in Business/OD/Adult Learning or related field, at least 3 years in training, and experience with CC&B and LMS tools. Hybrid work schedule offered; some travel may be required.