Instructor (311 Call Center)

The salary listed on this job posting is the starting salary range; amount offered will depend upon qualifications.

For information related to Essential Functions, Knowledge, Skills & Abilities Required to Perform Work, and Working Conditions & Hazards of this position, click here. Locate and click on the position title to view the job classification specification.

For evaluation purposes, acceptable qualifying experience for all positions must have been in a paid capacity unless noted otherwise in the minimum qualifications for the posted position.

Additionally, 30+ hours per week will be counted as full-time employment and will receive full credit for the amount of time employed. A minimum of 15 through 29 work hours per week will be counted as part-time employment and will receive half credit for the amount of time employed.

Vacancies currently available in the following department(s): Strategic Customer Service

EDUCATION:

• High school diploma or GED.

EXPERIENCE :

• Five (5) years customer service and/or dispatching experience involving heavy phone contact, data entry/form completion, complaint resolution, or processing order/inquiries.
• One (1) year experience involving training, curriculum development and/or multimedia instruction.

KNOWLEDGE, SKILLS, ABILITY(IES):

• Effective oral and written communication skills.
• Presentation skills.
• MS Word/Excel/PowerPoint or similar software skills.

EQUIVALENCY(IES):

• An associate’s degree or higher in business, education or social science field plus three (3) years of the required experience including one (1) year experience involving training, curriculum development and/or multimedia instructions will meet the education and experience requirements.

Management Services-311 Customer Service Center: The Trainer reports directly to the Coordinator and is responsible for increasing internal and external customer satisfaction through the delivery of a high quality training program. This position will develop and implement training methods and techniques for assuring high quality service that meets customer needs and ensures that specific objectives are met (e.g., conducting new hire and refresher training classes; providing input for process improvements and call-monitoring of trainees).