Customer Service Trainer

Philadelphia Gas Works

Philadelphia, PA 19133

Posted 1 month ago

Job Description

Looking for a challenge and ready to power up your career?


Free Health Insurance Options– Free Dental Insurance – Flex Spending - Commuter Benefits - Pension Plan – Free Parking – Wellness Programs – Onsite Gyms – Tuition Assistance- PSLF Eligible Employer- Parental Leave


The Philadelphia Gas Works (PGW) is the largest municipally-owned gas utility in the nation, supplying gas service in the City of Philadelphia to over 500,000 customers. From its humble beginnings in 1836, PGW has grown into the large, modern facility that exists today. As one of the nation's leading natural gas providers, PGW prides itself on stability and continual growth. PGW is dedicated to becoming the Greenest Natural Gas Delivery Company in the region.


Become part of the PGW Team!


Customer Service Trainer


This level I specialist facilitates the building of an effective employee development and training organization within Customer Affairs. The incumbent is responsible for administering, developing, organizing, and conducting divisional training programs for Customer Affairs staff in all units up to the supervisory level. In addition, the Customer Service Trainer develops and designs training manuals that are required for the proper explanation and resolution of all phases of the Company’s operation that could affect customers.


Research, plan, develop, organize, secure, and conduct training programs, seminars and workshops for clerical, non-exempt, exempt and supervisory personnel in such a manner as to stimulate and motivate attendee participation. This includes but is not limited to:


Scheduling/coordinating the appropriate training facility


Preparing the physical setup of room, audio/visual equipment, etc.


Notifying attendees and department representatives about scheduled trainings


Developing and maintaining training program participation database


Determining the need for outside facilitators and coordinating those efforts


Participating in Train-the-Trainer certification programs


Develop, implement, and maintain a means of monitoring and measuring the effectiveness of training programs through testing and participant feedback.


Conduct ongoing assessments of employees’ knowledge and skills as relates to departmental functions, employee development and training.


Keep abreast of advancements in training technology ensuring that developed programs are current and utilize the latest in state-of-the-art audio/visual and electronic training aids.


Research, review, and evaluate new, existing, and proposed programs and recommends modifications as necessary.


Develop, write, and coordinate the development, preparation and distribution of training materials including but not limited to course content, outlines, course materials, bulletins, on-line and computer-based training manuals, hard copy manuals, visual aids as well as pre and post tests, course and instructor evaluations.


Catalog and maintain library of training aids including computer-based training materials, departmental communications, corporate and regulatory policies, and procedures.


Participate on various training committees including but not limited to those related to:


Hiring entry level CSR positions


Ensuring the stability of the Training BCCS system


Act as supervisor for new hires during initial training period.


Perform other special projects and assignments as requested.


Bachelor’s degree in Adult Education, Organizational Development, Human Resources, or other related field of study (Trainer certifications highly desirable)


1 to 3 years of experience working in adult education, teaching, training program development or other related disciplines


Exceptional communications skills including presentation, facilitation, verbal, and written abilities


Must have knowledge of computer-based presentation programs such as Power Pointand and Adobe Captivate


Must have analytical and problem-solving skills with the ability to work independently and exercise sound judgment


Must be flexible with the ability to function effectively under unusual or unexpected issues and events


Must be well-organized and detail-oriented


This is a Department of Transportation (DOT) drug and alcohol tested position.


COVID-19 Vaccination: Effective November 8, 2021, PGW requires all new employees to be fully vaccinated against COVID-19 as a condition of employment, subject to reasonable accommodations.


We offer a strong benefit package that includes free basic health and dental insurance. PGW is proud to be an Equal Opportunity and Affirmative Action Employer, M/F/D/VAAP/EEO.


Location: 800 W Montgomery Ave, Philadelphia, PA 19122


While we appreciate all responses, only those who are uniquely qualified will be contacted.


ID: 2022-1676


Department for Portal Display: VP, Reg Compliance & Cust Prog


External Company URL: www.pgworks.com


ADP Department #: VP, Reg Compliance & Cust Prog [10]


Street: 800 West Montgomery Avenue



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