Performance Assurance Trainer

We have an exciting opportunity for a Performance Assurance Trainer to join our team!

The Performance Assurance Trainer is responsible for collaborating with the Training Development Specialist to develop training curriculum. The incumbent delivers the training curriculum and associated material on key applications, processes, procedures, services, and objectives relative to Customer Operations. The incumbent maintains a classroom environment conducive to effective learning and interactions, while effectively managing conflict, and minimizing classroom disruptions. The incumbent is responsible for evaluating associates during training, documenting observations, and administering assessments to evaluate associate’s fitness to job responsibilities. The incumbent identifies issues and improvement opportunities for instructional content/documents to ensure information is complete and accurate based on current business processes. The incumbent identifies and implements innovative approaches to administer training. The incumbent provides coaching and mentoring to new or advancing associates to foster performance improvements in both a controlled working environment (nesting,) and outside of the traditional training environment as needed. The incumbent works closely with the Manager of Performance Assurance, Training Development Specialist, Performance Assurance Analysts, and other leaders of the operational areas (Contact Center, Billing, Receivables Management, Dispatch, etc.) to continually identify training requirements within Customer Operations.  

Citizens Energy Group offers competitive salary and benefits including: 
• Health, Dental & Vision
• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Short Term Incentive Pay (STIP) Plan
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays

If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Minimum Hourly Wage: $ 28.03 (Grade 7)

• Maintain appropriate classroom environment to administer training for Billing and Customer Service employees for all necessary applications and business processes, provide coaching and mentoring in a controlled environment and outside of the traditional training environment as needed.
• Evaluate and document performance of attendees to be used by leadership to determine if the employee meets the requirements to start performing new job functions.
• Collaborate with the Training Development Specialist to analyze current training curriculum, structure, length, and format periodically and provides feedback to leadership to ensure training remains efficient and impactful.
• Perform other duties as assigned.

• Bachelor’s degree in education, Information Technology, Business or a related field, or four years of professional experience in a technical, business, or employee development role.
• Excellent interpersonal, written, oral, and public speaking communication skills.
• Experience training and/or teaching adults new concepts.
• Ability to provide critical feedback in a constructive manner.
• Demonstrates strong time management skills to meet curricula timelines.
• Excellent organizational and analytical skills.
• Proficient at an Intermediate level of expertise in Microsoft Office applications.
• Previous experience dealing with sensitive and/or confidential information.
• Proficient at an intermediate level with technology.
• Proven ability to learn, use, and interpret the information in a variety of computer systems.
• Proven ability to self-manage and complete task deliverables.
• Self-motivated with the ability to work under pressure and to tight deadlines.
• Ability to work independently on multiple tasks and manage priorities effectively.
• Must possess sound decision-making skills utilizing existing processes, policies, and procedures.

Preferred Skills/Qualifications

• Customer Service experience, preferably in the Utility industry.
• One year or more of leadership experience.
• Strong technical understanding of a Customer Information System (CIS) and extensive knowledge of maneuvering through CIS.

Job Posting Deadline: Open until filled

Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.