Customer Service Trainer

Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities.

Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities.

We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S.

Are you looking for a fantastic career at People’s Natural Gas? We have an outstanding opportunity for a Customer Service Trainer based in the Pittsburgh, PA area! Are you a future leader that wants to take your career to the next level? Let’s talk!

Responsible for recommending, designing, planning, implementing, and training PNG employees through direct training, seminars and information sessions primarily for billing, credit, compliance, and Call Center functions.

Essential Duties

- Conduct curriculum-based training programs (e.g., new hires) as well as continuous learning sessions for CSC.

- Remain current on all procedural changes and create training materials and programs for all CSC staff with a focus on billing, credit, compliance, and Call Center functions.

- Work collaboratively with CSC personnel and other department supervisors/managers to address training needs.

- Accurately translate and communicate PUC guidelines into oral and written company practices.

- Prepare training materials and schedules for all training needs.

- Conduct system training as needed.

- Maintain SharePoint training documents and materials.

- Assist with the design and development of training materials, including PowerPoint presentations, participant guides, job aids, activities (e.g., case studies, skill practice), and quizzes/assessments.

- Remain current on all procedural changes and assist with making the appropriate updates to training curriculum and associated materials to be in compliance with the changes.

- Work with department management to create and implement training on specific topics based on department needs.

- Cross-train to provide training support for the Aqua division.

- Performs other duties as assigned.

Qualifications

- A High School graduate or equivalent

- 2-5 years of relevant experience

Knowledge, Skills And Abilities

- Excellent written and verbal communication; excellent interpersonal skills; works well with others.

- Strong knowledge of PUC regulations and compliance, Company policies & procedures, Multi state regulations regarding billing and credit, gas industry, and duties of CSC representatives.

- Proficient use of office-based software including Microsoft Office (Word, Excel, PPT) and SAP (Front & Back Office).

- Excellent written and verbal communication; excellent interpersonal skills; works well with others.

- Detail-oriented, organized, able to prioritize assignments and multi-task, analytical & self-motivated.

- Excellent public speaking skills.

- Flexible and able to work in a fast-paced environment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function(s).

Essential Utilities, Inc., is an Equal Opportunity/Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law.

Essential Utilities is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).

To Maintain The Integrity Of The Recruitment Process And To Avoid Real Or Perceived Conflicts Of Interest Due To Employment And/or Assignment Of Family Members And Personal Referrals, Specific Guidelines Apply To The Hiring And Assignment Of These Individuals Including, But Not Limited To

- Family members cannot result in a supervisor/subordinate reporting relationship

- Family members cannot work in the same department.