OUC – The Reliable One, an industry leader as the second largest municipal utility in Florida, is looking for a Customer Service Technical Trainer to join the Customer Experience Training & Quality team.

We are looking for a self-motivated and creative professional with strong attention to detail and ability to manage multiple deadlines to support OUC’s Technical Training organization, concentrating on development and delivery of technical training for the customer experience and sales personnel. In this role, you will assist in the development of training assessment tools. Provide technical guidance and hands on training opportunities for Customer Experience and Sales and provide initial refresher and continual training for all appropriate personnel.

OUC’s mission is to provide exceptional value to our customers and community by delivering sustainable and reliable services and solutions.

The Ideal Candidate will have:

• Bachelor’s degree in Business, Organizational Development, Adult Learning or related field from an accredited college or university. In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis.
• Minimum three (3) years of experience in training and/or training development (required) with two (2) years’ experience in training and development in a call center/customer service environment (preferred)
• Experience in organizational assessment, design, and implementation (preferred)
• Utility industry experience and experience using Oracle’s Customer Care & Billing (CC&B) Software (preferred);
• Certified Professional in Talent Development (CPTD), formerly (CPLP) (preferred)

OUC offers a very competitive compensation and benefits package. Our Total Rewards package includes to cite a few:

• Competitive compensation
• Low cost medical, dental benefits, and paid life insurance premiums with no probationary period Retirement benefits include a cash balance account with employer matching along with a health reimbursement account
• Paid vacation, holidays, and sick time
• Educational and Professional assistance programs; Paid Memberships in Professional Associations;
• Paid Conference and Training Opportunities
• Free downtown parking

Salary Range: $26.85 to $33.57 per hour commensurate with experience.

Location: Reliable Plaza – 100 West Anderson Street, Orlando, FL 32801

Job Purpose

Supports the OUC Technical Training organization, concentrating on development and delivery of technical training for the customer experience and sales personnel. Assists in the development of training assessment tools. Provides technical guidance and hands on training opportunities for Customer Experience and Sales and provides initial refresher and continual training for all appropriate personnel.

Primary Functions

• Provide classroom-based instruction for all areas in OUC’s Customer Experience & Sales department through multiple modes of instruction while creating a positive learning atmosphere and ensuring compliance with all training policies and procedures;
• Assist in designing and developing training curriculum, to include enhancing, modifying, customizing, and updating; support the development of curriculum needed by customer experience operations and other supported business units;
• Ensure collaboration with the Training & Quality team and other customer service job groups;
• Assist in the development of training assessment tools such as tests and competency evaluation worksheets;
• Support efforts to determine effective instructional procedures and/or training methods such as individual training, group instruction, self-study techniques, demonstrations, and computer-based training as appropriate;
• Assist with establishing metrics to properly demonstrate training performance measurements; Partner with leadership to conduct needs analyses to determine training needs and evaluate existing program;
• Assist in quality coaching and monitoring;
• Other duties as assigned.

• Comprehensive knowledge of various types of job aids/instructional methods (i.e., individual training, group training, self-study techniques, demonstrations, computer-based training)
• Thorough knowledge in all; but not limited to the following:
• Customer Information System (Oracle Customer Care & Billing (CC&B), preferred)
• Meter Data Management (MDM)
• Unified communication platforms (preferred)
• Screen-capture software (Snagit, preferred)
• Screen recorder & video editor (Camtasia, preferred)
• Call recording
• eLearning software (Adobe Captivate Articulate, preferred)
• Team collaboration software (SharePoint, Webex, Microsoft Teams preferred)
• Learning Management System (Cornerstone, preferred)
• General knowledge of Outage Management System (OMS) software
• Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.)
• Strong written communication and verbal presentation skills
• Some travel may be required to train at external call centers

• Bachelor’s degree in Business, Organizational Development, Adult Learning or related field from an accredited college or university. In lieu of a degree, equivalent combination of education, training, certification and directly related experience may be substitutable on a 1:1 basis.
• Minimum three (3) years of experience in training and/or training development (required) with two (2) years’ experience in training and development in a call center/customer service environment (preferred)
• Experience in organizational assessment, design, and implementation (preferred)
• Utility industry experience and experience using Oracle’s Customer Care & Billing (CC&B) Software (preferred);
• Certified Professional in Talent Development (CPTD), formerly (CPLP) (preferred)

OUC–The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, gender, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled