Customer Operations Trainer Intermediate

About Us

South Jersey Industries (SJI) is an energy holding company that delivers clean energy services to 700,000+ customers and businesses throughout 14 counties in New Jersey. As part of our core values, SJI is dedicated to being a community partner and developing innovative clean energy solutions to meet the needs of the future. To do this, we depend on our workforce of over 1,100+ talented, diverse employees who help us deliver safe, reliable, affordable clean energy for a better today and tomorrow.

At SJI, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and  leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights.

Position Summary

The Quality Assurance and Training Specialist is responsible for completing monthly quality observations of customer contacts into any one of the customer service channels within ETG and conducting employee training as needed. The incumbent is responsible for completing an assigned number of monitors each month, evaluating these contacts within the quality
management software and providing feedback to the representatives scored.

This role will provide constructive coaching to representatives, create development plans, and coordinate with leadership on employee development. The incumbent will also leverage the quality process to identify opportunities for process improvement or training enhancements and provide those recommendations to leadership. The incumbent is also responsible for the facilitation of a variety of training programs covering topics including but not limited to customer service, soft skills, system navigation and business process. Additionally, this role will collaborate with leadership to enhance the employee experience through a variety of engagement programs.

Essential Functions:

• Monitor and score various customer contacts including inbound and outbound calls.
• Conduct monthly coaching sessions with representatives to review scored observations, create and implement personalized development plans; work closely with Contact Center leadership to monitor representative development.
• Provide ongoing analysis of recorded and real time customer interactions and leverage learnings to make recommendations to leadership on training and process improvement opportunities.
• Utilize feedback from customers and industry best practices to facilitate improved quality of services being provided.
• Assess root causes for any gaps in performance and determine remediation steps, such as training gaps, agent performance issues, or process improvement opportunities.
• Conducts training in areas related to Customer Experience, including but not limited to Customer Service, Collections, Billing, and Dispatch. Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
• Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
• Collaborate with leadership to continuously enhance employee experience.
• Performs other duties as assigned.

Qualifications

Required Background:

• Bachelor’s degree with 2 years of relevant experience, or;
• Master’s degree with 0 years of relevant experience.
• Equivalent work experience may be considered in lieu of degree.

Required Skills:

• Professional demeanor, solid written and verbal communication and customer service skills
• Strong organization and time management skills, with an ability to work independently in a fast-paced environment and prioritize work appropriately
• Excellent facilitation skills in group dynamics
• Excellent interpersonal and coaching skills – ability to deliver constructive, direct and objective feedback to contact center managers and representatives while supporting customer service representative development through training, guidance, mentoring and coaching
• Ability to identify, investigate and implement process improvement opportunities and make recommendations to leadership based on findings from Quality Assurance process