Customer Service Training Associate

Classification:

Business Associate

Work Hours: 40+ hours / week: M - F

About KUB:

KUB is one of the largest public utilities in the country providing safe, reliable, and affordable electric, gas, water, wastewater, and fiber services to more than 520,000 customers in Knoxville and parts of seven surrounding counties. We are looking for employees who want to be a part of a mission-driven organization with strong values that support a skilled, diverse, and inclusive workforce.

About the Role:

Oversees the customer service training program. Prepares, schedules, and facilitates training sessions for new hires and ongoing training for tenured employees. Develops, monitors, and maintains the training schedule. Creates, modifies, and maintains training materials. Conducts role-playing activities to develop and improve technical and interpersonal skills necessary to successfully assist customers. Assesses the performance of customer service representatives by completing monthly call evaluations to ensure interactions meet defined customer service quality standards. Assists with coaching and mentoring by scheduling and facilitating monthly meetings to recognize achievements and work on improvement strategies. Performs data analysis, identifies, and evaluates trends related to areas needing individual and group improvement. Collaborates with leadership to develop training strategies and materials to address areas of improvement. Manages, troubleshoots, and trains others on call recording software. Assists with the administration of the referral program, equipment audit and is the department timekeeper. Other related tasks as assigned.

Qualifications Physical Requirements:

Sedentary Work - Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Minimum Requirements

- Associate degree or two (2) years of documented college level coursework in Business, Technology or related area or one (1 ) to three (3) years of demonstrated experience in related field and/or recognition as a subject matter expert or high performing contributor

- Demonstrates leadership and initiative and ensures tasks are completed according to regulatory requirements and department procedures

- Must have knowledge of general business management administration and customer service

- Must have experience with word processing, spreadsheets, and CIS and/or CRM technology

- Must have strong attention to detail and accuracy

- Must have the ability to multitask, prioritize, manage time accordingly and meet deadlines under pressure

- Must demonstrate customer service skills by tactfully dealing with external and internal customers

- Must demonstrate excellent communication and interpersonal skills

- Have and maintain a valid driver's license

Please note that due to job responsibilities, KUB does not provide immigration sponsorship for and/or based on this position.

Preferred Requirements

- Four (4) or more years in Customer Service

- Work experience as a Customer Service Trainer or similar role

- Has led, coached and/or mentored other employees

- Excellent communication and interpersonal skills

Selection Process

About The Selection Process

Phase 1 – Apply online at www.kub.org

Phase 2 – Experience, training, and education evaluation

Phase 3 – Interview with department representatives

Phase 4 – Written, performance, and behavioral exercises

Phase 5 – Background Investigation

Phase 6 – Physical assessment and/or drug screen*

- KUB is part of the Tennessee Drug Free Workplace Program

If special accommodations are needed at any phase of the selection process, please notify Human Resources in advance.

Knoxville Utilities Board is an Equal Opportunity Employer