Customer Service - CS Training Coordinator

Job description

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 Le...