Consumer experience and engagement trainer – WRVEC (Branson office)
GENERAL DESCRIPTION
The Consumer Experience and Engagement Trainer, under the direction of VP/Chief Growth Officer and in conjunction with the VP/Chief Administration Officer, will oversee the activity of the Cooperative to drive the overall consumer experience by delivering on a best-in-class model. This role is targeted for an individual who is empathetic with excellent communication and critical-thinking skills.
SUPERVISORY ROLE
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- Evaluates and trains employees.
- Oversees the daily workflow of quality assurance monitoring, training, and best-in-class delivery of service.
- Conducts call and job assessments, alongside department VPs/Managers/Supervisors (department designees), that are timely and constructive.
- Collaborates with department designees to map effective processes that ensure efficient workflows and employee development.
- Designs and benchmarks journey mapping for a positive consumer experience.
RESPONSIBILITIES:
The duties and responsibilities described below are the essential functions of the job and are not intended to be all inclusive for this position.
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- Assists various departments to develop, train, and implement processes to ensure that products and services meet required specifications for quality, function, reliability, and superior service prior to delivery.
- Identifies and sets, alongside department designees, appropriate quality standards and parameters for products and services.
- Communicates quality standards and parameters with cross-departmental teams and other appropriate staff.
- Coordinates call monitoring/coaching processes to review consumer and employee feedback.
- Collaborates and implements, alongside department designees, mapping for internal employee processes and external consumer journey.
- Monitors reputation management platforms and survey programs for enhanced consumer and employee satisfaction.
- Maintains compliance with federal, state, local, and organizational laws, regulations, guidelines, and policies.
- Attends member engagement events, community activities, and networking opportunities to drive company awareness and knowledge of value-added programs.
- Performs other duties as assigned.
POSITION REQUIREMENTS
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- Bachelor’s degree in business management, communications, marketing, human resources, entrepreneurship, or field related to the services and employee development required
- Experience in positions dealing directly with customer service is required.
- Minimum of five (5) years in the electric utility field, preferred.
- One year of call center training experience or equivalent preferred.
- Consumer Experience (CX) certification preferred.
- Strong supervisory and leadership skills.
- Ability to create, implement, and monitor protocols and procedures.
- Thorough understanding of principles and methods used to promote, display, and sell products and services.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Proficient with Microsoft Office Suite or related software.
- Skills and ability to develop and execute presentations.
- Must have and maintain a valid Missouri driver’s license.
- Ability and willingness to travel up to 20%, including overnight travel.
Note: This job description is not to be construed as an exhaustive statement of duties, responsibilities and requirements. Management retains the right to assign or reassign duties and/or responsibilities at any time.
