Customer Experience Training Specialist at JEA (Jacksonville Electric Authority)
JEA (Jacksonville Electric Authority) · Jacksonville, United States Of America · Onsite
- Professional
- Office in Jacksonville
- Analyze training and development needs through research, data collection, focus groups and other methods, resulting in measureable training requirements for technical and soft skills training.
- Outline, design, develop, implement, and evaluate training solutions incorporating job specific performance metrics and appropriate assessments to increase the knowledge, skills, and abilities of learners.
- Leverage a variety of facilitation methodologies including lectures, role plays, simulations, case studies, technology-based training or e-learning effectively.
- Develop and deliver new hire Customer Experience Training, refresher training, skill based and technical training (new products and systems) along with any other training assigned by Learning and Development
- Modify and maintain existing instructional materials and tools utilizing sound instructional design processes to ensure accuracy and consistency of content and message.
- Facilitate meetings with stakeholders, subject matter experts, and project teams to identify behavior and performance gaps and implement learning and development solutions.
- Work with Business Analysts and other technical team members to develop processes and procedures in order to document and develop appropriate training for new systems and programs.
- Supervise the new hire class participants providing coaching, documentation, and performance assessments, based on demonstrated competencies, professionalism, test scores, and phone call monitoring.
- Document performance that does not meet standard, both tested and observed, and communicate feedback to management for consideration in retain/release decisions of non-performing civil service and temporary employees.
- Contribute to improving the knowledge base of the staff in Customer Experience who directly serve JEAs customers through various training initiatives.
- Create action plans to address identified knowledge and process gaps.
- Serve as Subject Matter Expert in collaborating with instructional designers to review, develop, and improve training content.
- Provide feedback on trainees to management for both performance and discipline.
- Partner with management in various areas to improve customer impacting processes, policies, and procedures.
- Communicate urgent, critical, and complex information in writing, ensuring that the information is customized to assist JEAs mission of delivering excellent service.
- Lead employee engagement activities such as contests, customer driven recognition, and focus groups.
- Perform other job-related duties as assigned.
Education: Bachelors' degree in adult/technical education, business, instructional design, technical writing, or a related field.
AND
Experience: Three (3) years of experience in any of the following: call center environment, corporate training, teaching, instructional design, online training, and/or technical writing. Experience delivering training in a call center or customer service department is preferred.
OR
An equivalent combination of education, experience, and/or training.
License/certifications/registrations: N/A
* The salary range for this position is $60,000- $100, 000 annually. Total compensation is commensurate with education, licenses, certifications, skills, and experience.
PHYSICAL REQUIREMENTS | ||||
Sitting | Up to 8 hours per day | Lifting | Will not generally apply | |
Walking | Up to 5 hours per day | Up to 50 max. pounds ** | ||
Standing | Up to 8 hours per day | Pushing | Will not generally apply | |
Bending | Up to 3 hours per day | Up to 50 max. pounds** | ||
Squatting | Up to 2 hours per day | Pulling | Will not generally apply | |
Stooping | Up to 2 hours per day | Up to 50 max. pounds** | ||
Reaching | Up to 2 hours per day | Climbing | ||
Balancing | Up to 1 hour per day | Stairs | Up to 1 hour per day | |
Twisting | Will not generally apply | Ladder | Will not generally apply | |
Crawling | Will not generally apply | Equipment | Will not generally apply | |
Kneeling | Will not generally apply | Outdoors | Will not generally apply | |
Unusual hearing or vision demands: | None | |||
Other physical demands or notes: | **JEA employees should not attempt to lift, pull, or push a load in excess of 50lbs. without assistance. Care should always be taken when lifting, pushing, or pulling in an awkward position. | |||
