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Eversource Energy Customer Service Training Coordinator NH or CT in Windsor, Connecticut

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JOB DESCRIPTION SUMMARY:

Eversource Energy is the largest Energy delivery company in New England. We support 3.6 million Gas and Electric customers across CT, MA and NH. Be a part of our mission to deliver reliable energy and superior customer service. ENERGY- BRINGS US TOGETHER!!

The individual in this role will perform a wide variety of assignments and tasks relative to Customer Group training. This position will design and develop training materials and deliver training programs. Provides refresher training and new hire training programs. Maintains training materials, procedures, job aids, communications, and reference materials for use throughout the Customer Group organization.

The individual in this role will perform a wide variety of assignments and tasks relative to Customer Group training. This position will design and develop training materials and deliver training programs. Provides refresher training and new hire training programs. Maintains training materials, procedures, job aids, communications, and reference materials for use throughout the Customer Group organization.

• Provides refresher training and new hires classes for Customer Group

• Updates and incorporates new procedures and revisions into training materials

• Designs and edits training materials required to support training

• Responsible for developing, writing and/or revising job aids and communications

• Create engaging learning activities and compelling course content to maximize content retention

• Analyzes proposed or existing policies, procedures and processes to drive process improvement and enhance process flow documentation

• Participates and collaborates in cross-functional project teams that affect customer service processes and supports necessary training

• Evaluates performance during training and effectively communicates performance to supervision

• Utilizes Learning Management System to upload classes and rosters

• Ability to travel to other locations for training as needed including overnights

• Will have storm restoration and emergency assignments

Technical Knowledge/Skill:

• Proven work experience as a trainer and training facilitation

• Knowledge of computer-based-training development tools preferred (Articulate Storyline)

• Knowledge of learning management systems and web delivery tools a plus

• Familiarity with traditional and modern job training methods and techniques

• Advanced organizational skills with strong attention to detail

• Ability to manage multiple tasks and changing priorities

• Good communication skills and strong writing skills

• Strong customer focus and team oriented

• Proficiency with MS Office Applications including Word and PowerPoint

Education:

Bachelor’s Degree in Training, Education or 4-6 years of relevant experience required

Experience:

Four to six years of related experience in learning development and training facilitation.

Must have strong communication and customer service skills.

Able to take initiative.

Able to accept responsibility and accountability.

Participates in and contributes to team effectiveness.

Applies knowledge and skill to identify process improvement opportunities.

Responds promptly and appropriately. Ability to work effectively under pressure.

EMERGENCY RESPONSE:

Responding to emergency situations to meet customers’ needs is part of every employee’s role. If employed, you will be given an Emergency Restoration assignment. This means you may be called to assist during an emergency outside of your normal responsibilities, work hours and location.

Worker Type:

Regular

Number of Openings:

1

EEO Statement

Eversource Energy is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status.

VEVRRA Federal Contractor

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