Position Information Functional TitleTraining Specialist - Customer Service Recruitment Category TypeStandard Functional CategoryCustomer Service GradeGS.15 FLSA StatusExempt Requisition Number25-0150 Number of Vacancies1 Job LevelNon-Management Job CodeN/A Job Description Summary Organization NamePerformance & Productivity Reports toSection Manager, Center of Excellence Full or Part TimeFull Time If Part Time how many hours per week Regular or TemporaryRegular Position End Date (if temporary) Work Schedule Monday – Friday 8:00-5:00, with additional hours as needed and subject to change based upon training needs. Position LocationLaurel Position Summary Information General Summary TheTraining Specialist – Customer Serviceis responsible for evaluating, designing, coordinating and delivering a comprehensive range of training and education programs for the customer service department. Essential Functions + Analyzes and assesses training and development needs within the customer services department and designs tools/programs with performance-based outcomes + Creates training plans and curricula that align with the team’s and individual units’ objectives + Designs, develops, evaluates and updates training content, materials, manuals, tests and related training aids to ensure optimum effectiveness + Determines most effective instructional methods and tools based on assessments and/or specified training needs including individual training, group instruction, demonstrations, meetings, workshops, refreshers, in person, virtual, and/or self-study + Delivers and/or coordinates training covering a range of topics such as technical, operational, customer service, soft skills, communications and leadership skill development + Develops and/or manages training quality program to ensure appropriate knowledge transfer, quality customer service skill development, and training goals have been met + Collaborates with appropriate people throughout the organization to develop a comprehensive, scaleable and sustainable training program + May travel to WSSC Water satellite sites or to external (out-of-state) contractor sites to deliver training and other supporting activities + Serves as a coach and/or supervisor during training process + Manages administrative functions necessary to deliver and document training programs + Prepares and reports on training delivery and curriculum effectiveness + Provides guidance, monitoring, and oversight of external entities contracted for the development and delivery of supplemental training within the Customer Service team Other Functions + Develops train-the-trainer programs where applicable + Helps develop the department training budget + Performs other related duties as assigned Work Environment And Physical Demands + Work is performed in a standard office setting + Must be able to walk and lift up to 10lbs with or without reasonable accommodation Required Knowledge, Skills, And Abilities + Demonstrated knowledge in adult learning concepts, instructional design including curriculum design + Demonstrated knowledge of call center operations and customer information systems + Knowledge of and experience in quality monitoring and developing quality assurance initiatives + Strong computer skills including MS Office (e.g., Excel, Word and Power Point) + Excellent interpersonal, communication & technical writing skills + Excellent platform and delivery skills + Strong communication, administrative and organizational skills + Ability to analyze & organize complex information and quickly assimilate new information & ideas + Proven ability to contribute new ideas & approaches for improving employees’ skills & knowledge + Ability to develop a diverse group of employees through positive motivation and training + Possesses strong organizational skills and attention to detail + Ability to manage multiple projects, multi-task, meet multiple deadlines, & handle pressure with tact and poise Minimum Education, Experience Requirements + Bachelor’s degree in Education, Instructional Design, Human Resources, Organizational Design, Business Administration or related field + 4+ years of professional training or customer service coaching experience OR + High school diploma or equivalent + 8+ years of professional training or customer service coaching experience Additional Requirements + Advanced Powerpoint expertise + Possession of a valid driver’s license with no more than 4 points and the ability to obtain & maintain a WSSC Water driver’s permit within 90 days of hire or transfer + Required to complete the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter Preferences + Experience with adult learning methodologies, training design and delivery techniques + Human Performance Improvement ( HPI ) + Certified Professional in Learning and Performance ( CPLP ) + Master Trainer + Certified Performance Technologist ( CPT ) + Supervisory experience + Experience training in a utility (water, electric, gas, telecommunications) call or contact center Salary$93,240 - $158,760 Posting Detail Information EEO Statement AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER It is the policy of the Commission to select new employees and to promote current employees without regard to race, sexual orientation, sex, religion, national origin, marital status, or handicap. The Commission does not discriminate against qualified individuals with a disability and will make reasonable accommodation for any disability that does not result in undue hardship for the Commission. Close Date01/13/2025 Open Until Filled Special Instructions to Applicants Additional Information All applicants selected will be subject to drug screening and a background check/verification. Eligible applicants will be reviewed for consideration after 1/13/25. Presentations will be required for further evaluation. Supplemental Questions Required fields are indicated with an asterisk (*). + * Do you have a High School diploma or equivalent? + Yes + No + * Do you have a valid driver's license with no more than 4 points and with no restrictions (except eyeglasses/contact lenses)? + Yes + No + * Will you, now or in the future, require sponsorship for employment visa status? + Yes + No + Are you an eligible veteran of any branch of the armed forces who has received an honorable discharge or Certificate of Satisfactory Completion of Military Service, the spouse of an eligible veteran who has a service-connected disability or the surviving spouse of a deceased eligible veteran? + Yes + No Applicant Documents Required Documents + Resume Optional Documents + Other Document