Member Relations Trainer
- Company: Ozarks Electric Cooperative
- Updated: 9/9/2016
- Location: Fayetteville, AR, USA 72704
- Status: Full-Time
- Job Level: Entry Level
Ozarks Electric Cooperative Corporation (OECC) is an electrical distribution cooperative headquartered in Fayetteville, Arkansas. OECC was incorporated in 1938 and, since then, has grown to serve the electrical needs of approximately 71,000 members throughout Northwest Arkansas and a portion of Northeast Oklahoma. OECC offers a competitive salary and generous benefits. Please visit ozarksecc.com for more information.
To prepare all Member Relations employees to accomplish job results by identifying training needs and offering programs and documentation to meet those needs. The Trainer works directly with the Member Relations management team to coordinate, plan, develop and implement training guidelines to ensure member satisfaction.
Reports to: Member Relations Manager
Train all Member Relations and Field Service personnel on systems applications to efficiently assist customers via phone/face-to-face interaction. Prepares and delivers training evaluations on all Member Relations Representatives to improve efficiency and accuracy. Plans, coordinates and conducts all mandatory training for Member Relations and Field Service Departments.
Continually updates Member Relations manual to ensure information provided to all Member Relations Representatives and Field Service Representatives is current and consistent.
Creates and maintains all training material to include E-Learning modules to ensure up to date and consistent practices within Member Relations. Assists the Supervisors of Member Relations and Field Service to create, maintain and administer skills assessment for continuous learning.
Provides assistance and support to Supervisor(s) of Member Relations and Field Service. Makes recommendations to appropriate Supervisor relative to training needed to minimize escalations.
Maintains the Emergency Response Storm manuals and procedures to conduct training on the Member Relations Department practices to other departments during major outages.
Coordinate with other department personnel to ensure proper instruction and training is being conducted to ease workflow processes and procedures beyond the Member Relations department.
Works with Member Relations Manager for instruction of what services the Member Relations and Field Services groups can provide to enhance member satisfaction.
Develop teaching and training aids such as handbooks, demonstration methods, step by step documented procedures, visual aids, tutorial and reference work.
Assist with new employee orientation and training where required.
Monitor employee's participation in and maintain records or external educational classes and training.
Advise management of any budgetary/financial considerations regarding training and development for the Member Relations department.
Assist in preparing the training and development budget in coordination with management.
Evaluate training and development effectiveness by assessing trainee performance. Consult with management to determine proper training needs and assessments.
Develop and maintain educational and training records for the Member Relations department. Communicate with Member Relations Manager and Supervisors regarding training needs and assessments through the log.
Identify training and development needs by consulting with management to gain knowledge of work situations requiring employee training.
Responsible for the purchasing, research, and design of all training programs and media for the Member Relations department. Responsible for scheduling outside training and consulting services for training purposes of the Member Relations department.
Formulate teaching outlines and determine the instructional methods needed for effective training outcomes. Methods could include individual training, group instruction, lectures, demonstrations, conferences, meetings, cross-training and workshops.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities. The Member Relations Trainer shall be required to perform any other duties as assigned to fulfill the objectives of the Cooperative.
INTERNAL AND EXTERNAL RELATIONSHIPS:
Internal - Communicates with department personnel and other department/district supervisors and personnel in person or by telephone, electronic and written communication.
External - Communicates with members, general public, other cooperatives/utilities and other training consultants in person or by telephone, electronic and written communication.
Job Knowledge, Training and Experience: High School Diploma is required. Associates Degree or equivalent preferred. Experience with a utility or related industry with emphasis in customer service. Communications and computer literacy skills also required. Two years of experience in Customer Service and Training required.
Required Core And Job Specific Competencies: Training, Communications, Customer Service, Organizational Support, Quality Assurance and Teamwork, Initiative, Job Knowledge, Problem Solving, Discretion.
Equipment Operated: Operates office equipment and computers
Abilities and Skills: Must be able to give, receive and analyze information; prepare written materials and articulate goals and actions plans. Requires ability to effectively present information, orally and written and respond to questions from employees and members. Must be able to prepare paperwork with a high degree of accuracy and attention to details. Requires ability to meet deadlines under pressure. Must be able to deal with a variety of people in varying situations with tact and diplomacy. Ability to work with little or no supervision. Ability to maintain strict confidentiality of personnel information. Ability to work in an organized manner. Ability to prepare comprehensive reports and present ideas clearly and concisely.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.