Customer Service Trainer (anchorage)

Customer Service Trainer

ENSTAR is on a mission to deliver safe and reliable natural gas to Alaskans. If you share our passion for these values and are eager to make a meaningful impact, we invite you to join our dedicated team. What you will do: As a customer service trainer, you will play an essential role within our customer accounting department, reporting to the senior manager of credit and customer service. Your responsibilities will include, but are not limited to:

- Prepare and maintain training curriculum for customer service representatives, collections representatives, office assistants, and branch coordinators. Modify lesson plans, cis standards, soft skills, manuals, and testing as necessary.

- Facilitate formal and refresher training of representatives and coordinators. Evaluate and make recommendations in regards to employee's successful completion of required training. Conduct all training classes in a professional manner and in accordance with established company policies and procedures.

- Ensure customer service standards are maintained by monitoring calls and customer interaction through observations.

- Provide support on various projects as required.

- Support customer service and collection supervisors - serve as support/back to all department functions and branch offices.

- Participate in the development and implementation of department/company policies, procedures, and system (to include software) implementations; recommend improvements to existing processes.

- Research, develop, and prepare special reports and projects as requested by the management team.

- Maintain knowledge of current trends and developments in the field by reading applicable material and attending related seminars/training.

- May travel to other work sites as necessary.

What you will bring:

- High school diploma or GED.

- Bachelor's degree or equivalent work experience.

- Minimum of two to four years of related work experience.

- Thorough knowledge of regulations and practices affecting customer service and collections administration.

- Proficiency in Microsoft Office suite; advanced skill levels with Excel. Familiarity with customer billing systems.

- Proven leadership and change management skills.

- Utility experience preferred, but not required.

- Must possess a valid Alaska driver's license and be qualified to operate a vehicle under the conditions of the ENSTAR's driving policy.

- Ability to pass a drug, background, credit, past employment, and driving record screening.

Preferred skills and qualifications:

- Strong written, oral, and presentation skills.

- Strong organizational, analytical, and judgment skills with the ability to confidently process and maintain data.

- Good working knowledge of various personal computer business software applications presently used by the company. Ability to learn new systems or software packages as necessary.

If you meet most but not all of the position's qualifications, you are still encouraged to apply.

What we will provide:

ENSTAR is committed to your professional development and your overall health and safety. When you join our team, here is what you can expect:

- Comprehensive health, dental, prescription, and vision benefits.

- 401(k) plan with generous company contribution.

- Insurance coverage for life, adandd, and long-term disability.

- Employee assistance program.

- Education assistance program.

- Wellness program.

- Generous leave policies.

A safety-centric culture inclusive workplace: At ENSTAR, we are dedicated to an inclusive workplace that celebrates the unique strengths, perspectives, and experiences of all our employees. We believe that our differences empower us to become a stronger team, leading to better decisions, innovation, and business results.