Technical Trainer, Customer Service

Job PostingPosition Description: Are you being referred by a ONE Gas employee? If so, reach out to that connection and ask about the employee referral program. They can send you a link to apply directly so they can receive creditRole Summary: Applicants must be authorized to work in the United States. ONE Gas does not provide immigration-related sponsorship for this role.What You Will Do:Create training and instructional design for new-hire curriculum, process improvement training, and change management.Facilitate training programs, update insight articles (Knowledge Base), and author articles for non-standard work.Construct and maintain facilitator guides and operations manuals for new processes, procedures, and tools.Facilitate virtual training (multiple 6-week classes/year).Create instructional design material for standardized tasks and assess materials to ensure effectiveness and ability to reach all learners using various delivery methods.Contribute as a technical resource in Customer Service training programs.Aid customer-requested training and consultations.Assist management with data analysis to identify process improvements, track errors, and drive results-oriented coaching and job aids.Mentor site-level development coaches.Update Insight Knowledge Management and post current articles to ensure Customer Service employees receive timely and pertinent information for Contact Centers, Collections, Billing, Workforce Management, Banner Support, and Dispatch functions.Partner with management to evaluate employees' need for additional testing or training.Prepare and conduct training and testing to ensure consultants operate within compliance standards when handling emergency call orders.Regular and reliable attendance is required in the performance of the job. Employee may be required to perform additional duties as assigned.What You Will Need:Associate's Degree (preferred) in Business, Education, a related communications field, or an equivalent combination of education and experience.Experience in the customer service industry within Contact Centers, Billing, Workforce Management, Banner Support, or Dispatch functions.Experience communicating in-person, virtually, or in writing, with the ability to quickly supplement training based on the audience's needs.Experience working with Microsoft Office programs, with a knowledge of Word, Excel, and PowerPoint.Demonstrated ability to employ classroom control strategies and tailor coaching methods for various learning styles and needs.Demonstrated ability to create and facilitate hands-on and activity-led training to reinforce and supplement learning.Demonstrated ability to read and interpret reports, governmental regulations, training materials, safety and field procedural manuals, policies, procedures, and correspondence.Demonstrated ability to research, analyze, and prepare reports, training aids, manuals, needs assessments, policies, procedures, and correspondence.Working knowledge of data analysis methods and needs assessments.Working knowledge of e-learning tools, learning management systems (LMS), and their applications.Working knowledge of the policies and procedures for contact centers in all three systems.Demonstrated ability to read and write fluently in English.Minimum Applicable driver's license. Requires travel to other company offices, field locations, and customer locations.Certified Technical Training Specialist (CTTS) or similar (preferred)Mobility to travel in and around office surroundings and job and training sites out of doors.Ability to communicate and exchange information verbally and in writing.Visual abilities sufficient to perform job duties.Diversity at ONE Gas: Inclusion & Diversity is so important to us that we made it one of our core values, values that guide and direct our actions as we go about our daily business. We know that every employee makes a difference and contributes to our success through their unique talents and abilities. We also acknowledge that we can accomplish great things by listening and learning from each other.ONE Gas has great benefits Here are just a few:Medical/Dental/Vision packages that fit your family's needs.Paid Time Off401K that is 100% matched up to 6%.Profit Sharing PlanPaid Parental LeaveBasic and Optional Employee Term Life InsuranceEducation Assistance and Tuition ReimbursementPosition Requirements: The job description is not intended to be a complete list of all responsibilities, duties, or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of One Gas. Where positions are covered by a collective bargaining unit agreement, the terms and conditions of the agreement will apply.ONE Gas, Inc., and its divisions will provide equal employment opportunity for qualified persons without regard to sex, race, religion, color, national origin, ethnicity, age, sexual orientation, gender identity or expression, disability, military status or genetic information.Job ID: 6840 Functional Area: Customer Service Position Type: Full-Time Regular Relocation Provided: No Location: Tulsa, OK Department: TRAINING Internal / External: Internal and External Experience Required: 3 - 5 Years