Job Description
Join our Growing Team and see why Summit Utilities, Inc was named as one of the Fastest Growing Denver Area Private Companies 2019 and 2020; Best Places to Work in Maine 2019, 2020, 2021, 2022 and 2023; and Best Places to Work in Arkansas 2020 and 2023, Oklahoma 2022 and 2023 and Missouri 2023. Summit was also recently named one of Forbes 2023 America's Best Small Employers.
Summit is a growing natural gas utility company providing safe, reliable and clean burning natural gas service to homes and businesses in Arkansas, Colorado, Maine, Missouri and Oklahoma. Being part of the Summit team means embracing excellence, diversity and innovation, committing to safety each and every day, and doing all that we can to serve each other, our customers and the communities where we live. We aim to bring warmth and energy to everything we do.
We have an exciting opening for Customer Service Trainer based in Fort Smith, AR.
POSITION SUMMARY:
The Customer Service Trainer is responsible for delivering training programs and, in collaboration with the Training and QA teams, designing and developing training curricula and materials for various needs, including seasonal updates, new hires, and ad-hoc sessions. Working closely with other team members, this role also involves analyzing business processes to identify areas for improvement and implement strategies that optimize customer service operations, enhance the customer experience, and boost overall business performance.
PRIMARY DUTIES AND RESPONSIBILITIES
- Identify, plan, and prepare training curriculums and material for seasonal, new hire, and ad-hoc training.
- Execute training plans and curriculums.
- Work closely with QA and contact center leadership to identify and plan for contact center training needs.
- Collaborate with other departments to identify areas of opportunity to improve business processes for operational efficiency.
- Document existing and updating business processes, workflows, and procedures.
- Present insights to key stakeholders, providing them with the necessary information to make strategic decisions related to customer service initiatives, resource allocation, process improvements, and more.
- Provide training support as needed for project managers and business leads during the implementation of process and system changes.
- Assess the effectiveness of the implemented business process and system changes, gaining a thorough understanding of impending changes to take back to the training team for content creation and training execution.
- Partner with stakeholders organizationally to conduct in-depth evaluations, validate data analysis, and assist with solution recommendations.
- Organize and present data and proposals to various levels of management.
- Support teammates by actively generating and exchanging ideas, and assisting as needed on team projects.
- Perform other duties as assigned.
POSITION QUALIFICATIONS
- Strong proficiency in Microsoft Office Suit, including PowerPoint and Visio.
- Adept at using Excel to analyze large data sets.
- Experience importing data for us in report software, spreadsheets, graphs, and flowcharts.
- Strong interpersonal and communication skills.
- Adaptability to changing systems and business processes.
EDUCATION AND WORK EXPERIENCE
- Bachelor's degree in business administration, business analytics, a related field, or relevant experience preferred.
- Minimum 5 years in contact center or customer experience operations.
- Training experience or demonstrated ability to lead and manage a class.
- Knowledge and experience with BI reporting and SQL preferred.
KNOWLEDGE, SKILLS, ABILITIES
- Excellent analytical, mathematical, and critical thinking skills.
- Highly motivated, able to work independently.
- Ability to work cross organizationally.
- Excellent organization and time management skills.
- Must be collaborative and operate effectively in a team environment.
- Excellent people skills including, but not limited to; strong listening skills, verbal and non-verbal communication skills, stress management, problem solving and decision- making skills.
Summit offers competitive pay and medical/dental/vision and other benefits that provide flexibility, choice and support to our employees when they need it most. We understand that home and family are essential pieces of your life, and our benefits are designed to support you both at work and at home.
Summit Utilities, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, or status as a qualified individual with disability. Colorado Natural Gas
Job Tags
Work experience placement, Seasonal work, Work from home,