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Aqua · 8 hours ago

Customer Service Trainer

Pittsburgh, PA

Full-time

Onsite

Entry, Mid Level

2+ years exp

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals and communities. The company is seeking a Customer Service Trainer to design and implement training programs for employees, focusing on billing, credit, compliance, and Call Center functions.

Business DevelopmentCustomer ServiceInfrastructure

Responsibilities

Conduct curriculum-based training programs (e.g., new hires) as well as continuous learning sessions for CSC

Remain current on all procedural changes and create training materials and programs for all CSC staff with a focus on billing, credit, compliance, and Call Center functions

Work collaboratively with CSC personnel and other department supervisors/managers to address training needs

Accurately translate and communicate PUC guidelines into oral and written company practices

Prepare training materials and schedules for all training needs

Conduct system training as needed

Maintain SharePoint training documents and materials

Assist with the design and development of training materials, including PowerPoint presentations, participant guides, job aids, activities (e.g., case studies, skill practice), and quizzes/assessments

Remain current on all procedural changes and assist with making the appropriate updates to training curriculum and associated materials to be in compliance with the changes

Work with department management to create and implement training on specific topics based on department needs

Cross-train to provide training support for the Aqua division

Performs other duties as assigned

Qualification

PUC regulations knowledgeMicrosoft Office proficiencySAP proficiencyPublic speaking skillsTraining material developmentAnalytical skillsFlexibleCommunicationInterpersonal skillsDetail-orientedOrganizational skills

Required

A High School graduate or equivalent

2-5 years of relevant experience

Excellent written and verbal communication; excellent interpersonal skills; works well with others

Strong knowledge of PUC regulations and compliance, Company policies & procedures, Multi state regulations regarding billing and credit, gas industry, and duties of CSC representatives

Proficient use of office-based software including Microsoft Office (Word, Excel, PPT) and SAP (Front & Back Office)

Detail-oriented, organized, able to prioritize assignments and multi-task, analytical & self-motivated

Excellent public speaking skills

Flexible and able to work in a fast-paced environment