Hybrid Technical Training Specialist - Customer Experience

Orlando Utilities Commission (OUC - The Reliable One); Orlando (FL); Híbrido; USD 85 532 000 - 106 938 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Competitive compensation

Low-cost medical, dental, and vision

Paid life insurance premiums

Cash balance retirement with employer

Health reimbursement account

Paid vacation, holidays, and sick time

Educational and professional assistant

Professional association memberships

Gym/workout facilities

Conference and training opportunities

Hybrid work schedule

Resumo da oferta

OUC - The Reliable One is seeking a Customer Service Technical Trainer within the Customer Experience & Sales division to develop and deliver technical training for residential and commercial call center representatives. The role includes creating materials, hands-on guidance with customer service systems, and measuring training effectiveness to raise performance.

The ideal candidate will have a Bachelor’s degree, at least three years in training, and experience with call centers.

Qualificações

• Minimum three years of experience in training and/or training development.
• Experience in a call center/customer service environment preferred.
• Experience in organizational assessment, design, and implementation.
• Utility industry experience and CC&B familiarity preferred.
• CPTD certification preferred.

Responsabilidades

• Provide classroom and virtual instruction for customer experience & sales staff.
• Develop and update training materials and manuals.
• Assess learning needs and evaluate training effectiveness.
• Support building employee confidence and performance improvements.
• Collaborate with Training & Quality teams and other customer service groups.
• Create training assessments and competency tools.

Conhecimentos

training and/or training development

call center training

organizational assessment, design, and

Formação académica

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

Certified Professional in Talent Development (CPTD)

Ferramentas

Oracle CC&B

MDM

Unified communications platforms

Snagit

Camtasia

Call recording

Adobe Captivate

Articulate

SharePoint

Webex

Microsoft Teams

Cornerstone

OMS

Microsoft Office

Descrição da oferta de emprego

OUC - The Reliable One is seeking a Customer Service Technical Trainer within the Customer Experience & Sales division to develop and deliver technical training for residential and commercial call center representatives. The role includes creating materials, hands-on guidance with customer service systems, and measuring training effectiveness to raise performance.

The ideal candidate will have a Bachelor’s degree, at least three years in training, and experience with call centers.