The Trainer I/Customer Support is responsible for conducting training for onsite and offsite employees and contractors. Areas of responsibility include supporting all areas of Customer Solutions, Customer Technology Support, other departments CTS supports and Customer Experience-related training enterprise wide.
The incumbent does not have accountability for people or budgets. The incumbent frequently exchanges information with various levels of personnel within the organization and outside vendors and contractors.
QUALIFICATIONS
There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires one to three years of relevant work experience; One year facilitating in a production training program is preferred. This position must be highly organized, proficient in time management, possess excellent public speaking skills and strong verbal and written communication skills. Proficient skills in Microsoft Office Suite (Word, PowerPoint, Excel and Outlook), and instructional software is required.
A bachelor’s degree from an accredited university or prior experience working in multiple components of a call center environment is preferred. Process improvement knowledge, training, and/or certifications preferred.
ESSENTIAL JOB RESPONSIBILITIES
- Engage with and support department activities, including training intent and process, to ensure department objectives are met
- Maintain tracking surveys to evaluate training retention and engagement
- Partner with Quality Analytics and Operations Support groups to use performance trends to influence training needs and ongoing/up-training processes
- Create training accounts with specific account situations/scenarios to be used in training classes
- Assist with maintaining the Training SharePoint with all training materials
- Assist with the new employee onboarding process
- Facilitate new hire training primarily to internal new hires in the Contact Center and the Account Resolution Team
- Build process simulations for new or updated policies and procedures, as needed
- Communicate professionally and effectively with support groups and business areas
- Work directly with vendor service representatives on software problem diagnosis and resolution
- Work cross-departmentally with other training departments to collaborate, evolve, innovate, and elevate the overall SWG training provided to employees
- Maintain and improve Customer Experience operations by evaluating the performance of current applicable systems, identifying and resolving problems
- Perform related duties and responsibilities as assigned
- Regular and predictable attendance is a condition of employment and is an essential function of the job
SALARY DETAILS
Las Vegas & Phoenix: $54,708 - $76,632
Tucson: $51,972.60 - $72,800.40
At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.
