Customer Service Training Specialist
Minnesota Power/ALLETE - Duluth, MN

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Department: Customer Service Accounts

Hiring Manager: Luann LaValley

Close date: 01/22/2013

Minnesota Power is seeking a high energy training professional to develop, adapt, and refine our customer service training programs to meet the ever evolving needs of our customers.

General Purpose:
This position researches and investigates customer service tools and industry trends

Evaluates customer service training needs for all direct customer contact employees and recommends programs to meet those needs

Develops and/or adapts existing training programs

Facilitates and/or arranges for resources to present programs; evaluates results of training, and coordinates training with other departments.

Administers testing and use of other tools to review employee proficiency of customer service policy and procedure, and effectiveness of training

Trains Customer Service staff on soft skills, applicable internal and external vendor software and programs (i.e OMS/iCall, Client phone system, eHEAT, etc.)

Maintain and update policy and procedures and resource documents for the Customer Service area, providing online, on-demand access

Collaborates with Customer Service Supervisor group to identify talent readiness opportunities and find appropriate training/resources that support department and Company objectives

Proven ability to learn and then train others on new or existing software systems

Required Skills

Associates or bachelor's degree in business, education, psychology or equivalent.

Over 4 years’ experience in customer service including training and process or systems documentation.

Special Requirements:
This position may be subject to assessment of skills, job match and/or aptitude

Requires the ability to rapidly learn new technology to create online training and testing.

Preferred knowledge, experience, and skill sets include:
Experience in web page development and/or maintenance

Experience in system or process documentation using graphics, or screen capture software

Experience using query tools

Proficiency in Customer Information System (CIS) and Microsoft Office desired

Required Experience

Job Location: Herbert Service Center, Duluth, MN.

Salary: Competitive Market based salary with full benefits, Market range 3.

This position has been posted both external and internal. External candidates can apply online at Internal candidates must submit their applications through the intranet homepage, and notify their current supervisor of the intent to apply. ALLETE is an Equal Opportunity/Affirmative Action employer. Employment selection and related decisions are made without regard to race, color, creed, religion, sex, national origin, marital status, sexual orientation, or any other protected class

About this company
ALLETE provides light to the northern climes. Most of its business is classified within its regulated operations, which include electric,...