Customer Services Training Specialist
Category: Classified
Pay Grade: C22
Job Code: 17089
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
JOB SUMMARY
Performs specialized work conducting various subject matter training, instruction, implementation, and coordination of a variety of activities associated with the Business & Customer Services Division’s call center training programs; determines training needs; plans, organizes, and develops training materials, courses, and programs relating to the activities of the assigned department, or group; may write articles for news media, newsletters, and professional publications and for television presentations; maintains comprehensive records and prepares correspondence and reports related to training activities; coordinates and implements programs with outside agencies and requires considerable technical expertise in the laws, procedures, and practices of the departments.
ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)
- Trains employees on the customer information system’s various transactions with emphasis on Pinellas County Utilities policies and procedures;
- Must be able to perform the essential job functions of the Customer Service Specialists 1, 2, and 3 positions;
- Supports a specialized area by researching changes in laws, analyzing how the changes affect the current procedures, and developing and instructing staff on the new laws, procedures, and policies;
- Implements customer services, new hires, specialized cross training, and continuous work-related learning programs;
- Performs performance coaching, consulting, analysis, and assessment and measurement services to promote continual individual and organizational performance improvement;
- Assist in instructing participants in working individually and together in teams to complete skill-development work projects, dressing for the interview and improving work attitude and skills;
- Provides onsite-skills-enhancement training, participates in training task forces, and improves and updates training materials to reflect changes in office policies, procedures, and Florida Statutes;
- Creates and maintains procedural manuals, observes current procedures, and updates manuals accordingly;
- Manages and assists with testing of updates to software or programs and ensures any issues are reported;
- Completes various reports and documents as needed;
- Performs other related job duties as assigned.
QUALIFICATIONS
Education and Experience:
Three (3) years of experience conducting employee training or specialized subject matter education programs in a related field; or a Associate’s degree in business, finance, accounting, public relations, or a related field and two (2) year of experience as described above; or an equivalent combination of education, training, and/or experience.
Special Qualifications (May be required depending on area of assignment):
- Florida Driver’s License or Florida Commercial Driver’s License and endorsement, if any.
- Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.
- Other knowledge, skills, abilities, and credentials required for a specific position.
Knowledge, Skills and Abilities:
- Knowledge of methods and techniques of employee training and principles of course development and skill in designing training programs to meet needs of department employees or other target audiences;
- Knowledge of departmental operations, equipment, materials, and process;
- Knowledge of County automation systems and the operation of commercial word processing, database, and spreadsheet programs;
- Knowledge of laws, rules, procedures, and practices relating to court records;
- Knowledge of customer services and performance improvement, interviewing skills, career development, and attitudinal modification;
- Ability to apply and train on computer applications and software;
- Ability to organize and conduct training programs and evaluate program results;
- Ability to develop visual aids and other instructional materials to meet specific training needs;
- Ability to research problems and solutions to customer complaints and concerns;
- Ability to communicate clearly and concisely, orally and in writing;
- Ability to develop and maintain effective working relationships with vendors, manufacturers, employees, and the public;
- Ability to independently analyze and solve problems and render effective advice or assistance.
PHYSICAL/MENTAL DEMANDS
This work requires exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Additionally, the following physical abilities are required:
- Feeling Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
- Grasping: Applying pressure to an object with the fingers and palm.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
- Reaching: Extending hand(s) and arm(s) in any direction.
- Visual ability: Sufficient to effectively operate office equipment including copier, computer, etc.; and to read and write reports, correspondence, instructions, etc.
- Hearing ability: Sufficient to hold a conversation with other individuals both in person and over a telephone; and to hear recording on transcription device.
- Speaking ability: Sufficient to communicate effectively with other individuals in person and over a telephone.
- Mental acuity: Ability to make rational decisions through sound logic and deductive processes.
- Talking: Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
- Repetitive motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
- Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
WORKING CONDITIONS
Work is performed in a dynamic environment that requires sensitivity to change and responsiveness to changing goals, priorities, and needs.