Job ID #:5259 Location:MO - St. Joseph
Functional Area:Telecommunications Department:7950 - Technical Training
Position Type:Full-Time Regular Education Required:High School Diploma or GED
Experience Required:1 - 3 Years Relocation Provided:No
Under minimal supervision the Suddenlink Trainer will provide ongoing training in the areas of sales, customer service, ICOMS billing, account services, technical support, and technical operations to new and veteran employees in a classroom setting.
. Identify training needs in the areas of sales, customer service, total quality, leadership and other employee development
. Conduct training needs analysis for functional and skill/competency-based job requirements across operations using surveys, focus groups, interviews, and analysis of performance data.
. Work with all areas, including store, field and call center, to identify training needs stemming from new or revised policies/procedures.
. Deliver new hire orientation content and materials
. Design, develop, and distribute training tools such as standard operating procedures, reference guides, quick reference cards, standard workaround procedures and other end-user documentation.
. Develop and implement training for new or revised policies, procedures as identified. Ensure a consistent approach/format for such training where appropriate.
. Identify training requirements for new or enhanced services. Implement training that supports the introduction and ongoing use of such systems.
. Provides feedback to supervisors regarding employees' levels of subject/skill mastery
. Utilizes learning management system to schedule classes and maintain training records
. Works on regularly scheduled days as well as unscheduled days and beyond regular work hours as required
. Performs other duties as assigned
ESSENTIAL JOB FUNCTIONS
. Ability to work while standing 50 - 70% of the time.
. Ability to communicate effectively and patiently with a wide range of personalities and abilities
. Ability to drive Company vehicle in a safe and responsible manner
. Ability to carry, climb and operate extension ladder, (approx. 28 ft high and 75 pounds)
. Ability to lift up to 75 pounds
. High school diploma or equivalent required
. BBT II or higher
. Skill in using a Windows-based computer
. Demonstrated ability to communicate effectively both verbally and in writing
. Demonstrated ability to make professional presentations and facilitate group processes successfully
. Demonstrated ability to interact and relate positively with people of diverse experience, education, culture and age
. Demonstrated expertise and experience in areas of instruction
. Demonstrated ability to learn and master large amounts of highly technical information
. Demonstrated ability to provide exceptional service to internal customers
. Demonstrated ability to utilize critical analysis, critical thinking and problem-solving concepts and practices
. Demonstrated ability to take initiative with regard to work and challenges
. Demonstrated ability to organize time and work efficiently
. Demonstrated ability to work independently and with others
. Ability to mentor and assist class participants
. Ability to coach and mentor other trainers
. Demonstrated ability to work with little supervision
. Appropriate valid driver's license and driving record within Company standards