Customer Service - CS Training Coordinator

Job Title: Customer Service Training Coordinator
Department: Customer Service
Hiring Range: $59,900-$69,900
Pay Grade: 5
FLSA Status: Exempt
The Customer Service Training Coordinator reports to the Senior Customer Service Manager with primary oversight of the daily operations of the Contact Center team. The Customer Service Training Coordinator will develop, coordinate, schedule, and conduct training of newly hired and existing Customer Service personnel. The Training Coordinator will assess each employee’s mastery of the training content and will regularly evaluate customer calls, both recorded and live, to ensure the highest quality of service to Pittsburgh Water customers. This position requires working in the office Monday through Friday from 8:00 AM to 5:00 PM. Between training classes, this position is hybrid.
RESPONSIBILITIES
• Understand operational workflows within AMI and Billing, Collections, Contact Center, Dispatch, Lead Help, Permits, PGH2O Cares, and PUC Compliance
• Gather and compile technical, procedural, and process-related information into training materials, and utilize adult learning methodology to facilitate knowledge transfer
• Utilize Pittsburgh Water’s Learning Management System (LMS) to develop innovative and effective ways to address training needs
• Post and maintain all training materials on Pittsburgh Water’s intranet site, SharePoint
• On-board newly hired employees in Customer Service
• Work with the other Senior Customer Service Coordinator, Dispatch Coordinator, and Contact Center Coordinator to provide regular one on one training to Contact Center and Dispatch staff
• Conduct live call monitoring alongside the Senior Customer Service Coordinator and Dispatch Coordinator and provide one on one live virtual coaching and call evaluations
• Demonstrate exceptional time management skills and the ability to multitask
• Maintain automated call distribution software alongside the Senior Customer Service Coordinator
• Ensure that all Customer Service staff have a working knowledge of Pittsburgh Water policies, procedures, tariffs, and relevant PA PUC regulations
• Develop training materials designed for adult learners and foster a culture to support knowledge transfer between Customer Service Representatives
• Prepare monthly employee assessment reports/metrics for management
• Maintain workflow documentation and work with management and IT to automate processes wherever possible
• Archive training and materials in an approved manner, making them easily accessible to staff
• Stay current with technological advances that affect Customer Service and make recommendations to management for upgrades, refreshes, and new acquisitions
• Provide training that guarantees all business processes comply fully with applicable federal, state, and local laws
• Perform other tasks as assigned or required
KNOWLEDGE, SKILLS & ABILITIES
• Ability to display decision making skills, to demonstrate initiative, and to complete assignments in a timely manner with little supervision
• Considerable knowledge of PA Public Utility Commission Regulations, including 52 PA Code, Chapters 56, 61, and 65, and 66 PA Chapter 14 is preferred
• Proficient in use of MS Word, Excel, Pittsburgh Water’s billing system, and other systems and third-party applications as necessary
• Proficiency in training technologies such as Learning Management Systems, e-learning, and distance learning
• Excellent oral and written communication skills and strong interpersonal skills
• Personal commitment and drive to make decisions without the need to escalate
• Establish and maintain effective working relationships with supervisors, associates, outside agencies and the public
EDUCATION / EXPERIENCE REQUIREMENTS
The following requirements list the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be accepted.
• Bachelor’s Degree in Business Management, Business Administration or a related field from an accredited college or university.
• Two (2) or more years of experience in a training or development position
GENERAL REQUIREMENTS
Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator’s License at the time of application or prior to appointment. A valid driver’s license must be maintained throughout employment.
Applicant must have permanent residency within one of the following Pennsylvania counties at the time of appointment and remain a resident within one of the noted counties throughout employment with the Pittsburgh Water: Allegheny, Armstrong, Beaver, Butler, Fayette, Greene, Lawrence, Indiana, Washington, or Westmoreland.
SUPERVISION EXERCISED / RECEIVED
No direct reports / Will receive supervision directly from the Senior Customer Service Coordinator.
PHYS