Job Description

JOB RESPONSIBILITIES:

Assists with developing and delivering training modules, courses and programs; ensuring that courses and materials are relevant to the organization's customer service processes.

Assists with gathering customer service performance data to measure success of the training programs; monitoring ROIs and taking appropriate measures to improve training effectiveness.

Reviewing and maintaining training materials to ensure compliance with organizational policies and procedures.

Requirements

EDUCATION & EXPERIENCE REQUIRED:

• Bachelor’s degree or higher in Education or Instructional Design
• 2 yrs of relevant work experience required regardless of education level. Instructional Design Certificate acceptable with at least four years’ relevant work experience.

REQUIRED SKILLS:

• Previous demonstrated experience in instructional design:

• ADDIE models
• Familiarity with adult learning principles

• Proven demonstration to create training courses.
• To perform business needs analysis.
• To apply current instructional design standards

DESIRED SKILLS:

• Familiarity with dominKnow ONE suite of authoring tools
• Familiarity with process and products
• Proficiency with conducting DACUM events
• Familiarity with Questionmark

SOFT SKILLS REQUIRED:

• Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
• Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Training Operations: Knowledge of training processes and procedures; ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.

Benefits

• 401(k)

• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

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Salary expectations: 50,000-58,000 per annual

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