Customer Experience Trainer

OzarksGo, based in Fayetteville, Arkansas a telecommunications subsidiary of Ozarks Electric Cooperative, offering all-fiber gigabit internet and premium television and telephone services to Northwest Arkansas and Northeast Oklahoma.

Ozarks provides its employees a comprehensive benefits package that includes competitive wages, fully paid medical and dental coverage for both you and your dependents, a 401(k) plan with robust employer matching contributions. Additionally, we provide paid time off, nine paid holidays, paid parental leave, disability benefits, life insurance, and tuition reimbursement.

JOB QUALIFICATIONS:

EDUCATION:

Bachelor's degree in a business, communications, education, or related field, or equivalent work experience.

EXPERIENCE:

Two to three years of customer support or training with proven experience in developing and delivering training programs. Experience in the Broadband or technology industry is preferred.

MAJOR JOB TASKS:

• Develop and deliver comprehensive training programs for the organization.
• Create training materials, including presentations, manuals, simulations, and online modules to support the training programs. Ensuring that the materials are up-to-date, accurate, and accessible to trainees.
• Facilitate training sessions, both in-person and remotely, to educate the organizations using resources on various topics, such as product features, technical troubleshooting, customer interaction, and support processes. Adapt training methods to meet different learning styles and needs.
• Assist in the onboarding process for new employees of the organization. Provide orientation sessions, introduce department policies and procedures, and ensure they have a solid understanding of the support tools and systems.
• Develop and deliver continuous training and development sessions to enhance the skills of trainees. Stay updated with the latest product developments, industry trends, and best practices to incorporate them into training programs.
• Emphasize the importance of safety protocols and compliance with industry standards and regulations throughout the training program. Educate trainees on proper handling of equipment and personal protective equipment.
• Assess the knowledge of trainees through evaluations, quizzes, and performance metrics. Gather feedback from trainees and management to identify areas for improvement and make necessary adjustments to training materials and methods.
• Collaborate with subject matter experts to update and maintain a knowledge base of technical information, troubleshooting guides, and best installation practices. Ensure the knowledge base is easily accessible to all the organization.
• Provide hands-on training opportunities for trainees to develop practical skills related to their field. Oversee and guide trainees during practice sessions to ensure proper technique and adherence to best practices.
• Work closely with all other stakeholders to understand training needs, align training programs with business goals, and provide regular updates on training initiatives to improve the customer experience.
• Prepare employees to successfully implement promotional opportunities and new product introductions to our customers.
• Communicate and prepare training documents for third-party support and update them as needed.

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 Customer Experience Trainer shall be required to perform any other duties assigned to fulfill the objectives of OzarksGo.

EXTERNAL RELATIONSHIPS:

• Internal- Communicates with department personnel and other department supervisors and other personnel in person or by telephone, electronic, and written communication.
• External- Communicates with customers, the public, other cooperatives/utilities, and other training consultants in person or by telephone, electronic, and written communication.
• Contractors- Communicate with installation contractors to request and provide assistance as required to promote consistency across the organization.

OTHER REQUIREMENTS:

• Must be able to operate all equipment normally found in an office environment. This position requires the use of a headset/microphone. Qualified candidates should have a proficient knowledge of normal office software (Word, Excel, PowerPoint, Outlook). Must have a valid driver's license without violation, which would prohibit insurability.
• Qualified candidates should demonstrate exemplary attendance and punctuality. Must be customer focused, with good problem-solving skills, and able to multitask in a fast-paced environment. Must be able to give, receive and analyze information, prepare written materials, and articulate goals and action plans. Requires the ability to effectively communicate and present information, orally and written, to various audiences. Requires the ability to prioritize projects and meet deadlines under pressure. Having operational experience and knowledge to facilitate communication, direction, and feedback related to the technical aspects of the Customer Support Specialist position. Understanding the interaction between contact metrics (AHT, Time to Resolution, Hours to First Response, Arrival) and agent metrics (Staffing numbers, Quality Assurance, Utilization) as they relate to service level management is a must.
• This position is performed in a utility provider environment; some irregular hours may be required. The normal workweek is 40 hours but must be available for call-out during emergency situations. Occasional day travel for training or various errands as needed to complete the responsibilities of the position may be required This position does rotate on and off an on-call schedule. Must be available for occasional scheduled after-hours training.

PHYSICAL REQUIREMENTS:

• This position mainly requires sitting to complete work with a computer and telephone. Some walking and standing are also required, as well as occasional lifting and/or carrying and/or pushing/pulling of various items less than 10 pounds. Visual and audio acuity is essential to this position.
• The physical activities and environmental characteristics described here are representatives of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions and expectations.

SUPERVISES:

• None

OzarksGo is an EOE/AA/W/M/VETERAN/Disability employer.