Trainer II

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Trainer II to oversee, plan, organize and implement training and development to ensure that company and client goals are met, and operational excellence is achieved. Monitor calls to measure quality, accuracy and call efficiency in alignment with the type of call. Review of positive and negative customer feedback and identify opportunities for improvement and recognition. Monitor calls as needed in support of operations and/or other internal clients. Design, develop, facilitate and deliver course instruction to call center employees in a professional and effective manner. Proper execution of these responsibilities will improve both individual and organizational performance while building on company goals and expectations. Training all levels of employees including supervisor training and coaching. This position is primarily responsible for ensuring high standards of customer satisfaction throughout customer services. This is accomplished through the ongoing analysis, design, and facilitation of call center training programs and processes.

Major Responsibilities:

Position Requirements:

All customer information is considered confidential and any employee transferring between New Jersey Natural Gas and NJR Home Services cannot share that information with another New Jersey Resources affiliate and cannot use such information to the benefit of the affiliate or to the detriment of an unaffiliated product or service provider.