Trainer - Contact Center Team

Who we Are 

 

Oncourse Home Solutions (OHS) is a people-centric, $450M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions and American Home Solutions. We do what is right for our people so they can do their best when serving our 1.7+ million customers across the U.S. Our mission is to create lasting value for our customers and our partners by helping homeowners navigate the unexpected, reduce costs, and make homeownership enjoyable for all. Our vision is to make our products and services accessible to our customers and our partners by becoming the most trusted and reliable home solutions organization in the market. We are committed to fostering an environment that embraces diversity in all forms, where our employees, customers and partners feel valued, respected, and supported. 

As a US-based warranty provider, we provide expertise in safety and homecare to our customers. Our integrated solutions meet customer needs both inside and outside the home. Inside the home we protect critical aspects of home function such as plumbing, heating and cooling, appliances, power surges, hot water heater, and interior electrical. Outside the home we provide protection for critical lines (water, gas, wells, sewers, electric and septic). We primarily go to market B2B2C, partnering mostly with water/gas/electric utilities and municipalities to offer our product leveraging their brand for marketing and often adding our subscription fee to the water/gas/electric bill itself. When our customers need help with home maintenance, repair, or coverage, OHS is there. This is what it means to be an ‘Oncourse SUPER’—Successful, United, Progressive, Empathetic, Reliable. SUPERs get it done. We sweat homeownership so our customers and partners don’t have to. As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment. 

 

Position Summary

The Trainer partners with the Training Manager, Instructional Designers, and business leaders to deliver effective training based on the organization’s training development strategy and other needs identified by the business. The primary training focus includes Employee Development, Corporate Culture, New Hire Onboarding, Skill Enhancement, and System/Technical Training. This role will model the vision, values, and mission of Oncourse Home Solutions and utilize adult learning facilitation skills to deliver Oncourse Home Solutions Training. 

This position is based in our Chicagoland office of Naperville IL.  Our office environment is a key driver of our company culture and employee experience, so a regular in-office model is required. 

 

Responsibilities include but are not limited to:   

• Model adult learning principles and facilitate engaging training sessions across various environments (instructor-led, video, CBT/WBT, etc.). 
• Internalize and deliver course content credibly, ensuring a learner-focused approach. 
• Conduct pilot sessions and provide feedback for continuous improvement of training programs. 
• Facilitate train-the-trainer workshops and cross-train colleagues in areas of expertise. 
• Lead the class effectively, managing behaviors and holding trainees/new hires accountable. 
• Manage classroom dynamics to create a positive and productive learning environment. 
• Collaborate with the Training Manager and Instructional Designers to align training with leadership/employee development and corporate culture strategies. 
• Provide ongoing support to learners post-training to ensure effective on-the-job application and perform other duties as assigned by direct manager or leadership. 
•  Perform other duties as assigned by direct manager or leadership. 

 

We are Excited if this if You

Experience and Qualifications of the Role 

• 5+ years of relevant training experience. 
• Exceptional presentation and training delivery/platform skills. 
• Excellent facilitation skills in group dynamics. 
• Strong leadership skills and understanding of classroom management. 
• Ability to think on your feet and create relevant business examples to illustrate key training points. 
• Abili