Senior Training & Customer Service Analyst

City of Richmond, Virginia; Virginia (MN); On-site; USD 63,000 - 90,000; Full time

Benefits offered by this job

Virginia Retirement System (VRS)

Language Incentive

Referral Bonus

Tuition Assistance Program

Job summary

The City of Richmond is seeking a Senior Trainer for the Department of Public Utilities to serve as a trainer for the Customer Service Division. You will develop manuals, job aids, FAQs, and newsletters, delivering content via in-person, virtual, hybrid, and blended learning platforms.

Responsibilities include evaluating content, maintaining up-to-date materials, delivering training for new hires and ongoing staff, and coordinating calendars.

Qualifications

• Bachelor's degree in business or public administration, or field related to assignment.
• Four years of journey-level professional experience in area related to assignment, such as program/project management or management/policy/financial analysis.
• An equivalent combination of training and experience may be used to meet minimum qualifications.

Responsibilities

• Evaluate content for voice, grammar, and style per branding guidelines.
• Collaborate with employees, leadership, and partners to understand needs.
• Evaluate assessments and surveys and implement changes.
• Deliver new hire, refresher, and operational training.
• Provide training progress updates and recommendations.
• Create and schedule process reminders via Microsoft Teams for multiple channels.
• Maintain training records including performance and productivity data.
• Collaborate with workforce and quality teams.
• Administer needs assessments to prioritize training.
• Create and coordinate training calendars and onboarding schedules.
• Stay updated on industry developments and trends.
• Promote change and employee engagement, ensure a safe learning environment.

Skills

Assessing training needs

Coordinating scheduling

Creating materials

Delivering training

Facilitating groups

Marketing training info

Leadership

Oral and written communication

Customer service

Education

Bachelor's degree in business/public administration

Tools

Microsoft Teams

PowerPoint

Job description

The City of Richmond is seeking a Senior Trainer for the Department of Public Utilities to serve as a trainer for the Customer Service Division. You will develop manuals, job aids, FAQs, and newsletters, delivering content via in-person, virtual, hybrid, and blended learning platforms.

Responsibilities include evaluating content, maintaining up-to-date materials, delivering training for new hires and ongoing staff, and coordinating calendars.