Trainer II/Customer Ops Support

The Trainer II/Customer Ops Support has all the responsibilities of the Trainer I with additional duties and a higher level of expertise and leadership. This position not only participates in the development of training materials as a Subject Matter Expert (SME) but also leads the development and implementation of training programs. The Trainer II conducts advanced training programs, evaluates training efforts through complex audit activities, and develops higher-level policies and procedures related to training, operations, and emergency response. This position also plays a key role in strategic planning for safety and training improvements. Areas of responsibility include supporting all areas of Customer Technology Support, all areas of Customer Solutions, including Contact Center and Account Resolution and Customer Experience-related training enterprise wide. Working closely with cross-functional teams, this role ensures that all training initiatives align with the company's mission, vision, and strategic goals. The Trainer II serves as a key partner in driving performance, engagement and service excellence across the organization.

POSITION DIMENSIONS

The incumbent does not have accountability for people or budgets. Incumbents are accountable for the initial and re-qualification testing of all Customer Solutions and contractor personnel including new hire training with focus on power skills standards, billing explanation, credit and collections and emergency procedures. The incumbent must be able to interact with Customer Experience and Corporate Management. The incumbent will interact with vendors, outside consultants, staff and division department heads, and infrequently with senior management. Additionally, it includes leadership in strategic planning and advanced training program development.

QUALIFICATIONS

There are clear precedents and practices that the incumbent uses as guidelines to determine how this job is performed. This position requires three to five years of relevant work experience and a minimum of two to three years as a Trainer I or another training role. This position must be highly organized, proficient in time management, possess excellent public speaking skills and strong verbal and written communication skills. Proficient skills in Microsoft Office Suite (Word, PowerPoint, Excel and Outlook), and instructional software are required. Candidates must demonstrate leadership and advanced expertise in training and safety operations. High proficiency in SAP products is preferred. A bachelor's degree from an accredited university or prior experience working in multiple components of a call center environment is preferred. Process improvement knowledge, training, and/or certifications preferred.

ESSENTIAL JOB RESPONSIBILITIES

*All responsibilities of Trainer I

*Lead the development and implementation of training programs

*Conduct advanced training programs and workshops

*Conduct audits of contractors and company trainers and support their development. Perform audits of both contractor and internal trainers, offering guidance and resources to enhance their training capabilities.

*Support cross-functional training needs by stepping in as a backup or delivering instruction beyond core assigned discipline.

*Assist with the new employee onboarding process

*Document and report training and qualification records.

*Play a key role in strategic planning for safety and departmental improvements.

*Mentor and provide guidance to Trainer I and other staff.

*Work directly with Workforce Management to schedule training in Customer Solutions

*Support Customer Solutions Mentor Program by providing guidance and perform as a mediary for mentors, workforce management and supervisors

*Lead and manage various projects (e.g., content, new equipment and software, mentoring/training new instructors).

*Demonstrates technical proficiency in software platforms including Microsoft Office Suite, SAP programs such as MyCustomer (S4 Hana) and MyCustomer2 (C4C) and Enable Now, Genesys Pure Cloud Connect, Oracle, and Articulate 360

*Communicate professionally and effectively with support groups and business areas

*Perform related duties and responsibilities as assigned

*Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Tucson: $57,180.50 - $80,032.75

Las Vegas & Phoenix: $60,190 - $84,245

Victorville: $66,209.00 - $92,669.50

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.