Customer Service Education and Technology Trainer

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Summary:

The Customer Service Education and Technology Trainer is primarily responsible for assisting the Manager of Education and Training in delivering and evaluating customer service programs to meet the customer and organizational objectives and expectations. This position will be responsible for evaluating participants throughout the program through classroom work and hands-on practical training.

The Customer Service Education and Technology Trainer may also assist with technological training for employees and the community utilizing technological and training adaptive tools and devices.

The Customer Service Education and Technology Trainer must exemplify the (LIGHT) Principles of Leadership, Integrity, Growth, Humility and Trust. It is important for individuals to be committed to a continuous learning environment and a champion for change, with a teamwork mentality.

This position must be a team player, and show humility, trustworthiness, and respect. It is important for individuals to be committed to a continuous learning environment and a champion for change, with a teamwork mentality. This position will also be responsible for collaboration with Lighthouse of Houston's support departments.

Mission:

To enable and empower people who are blind or low vision to realize their full potential.

The Customer Service Education and Technology Trainer must set a good example and constantly demonstrate the Light (LIGHT) Principles of Leadership, Integrity, Growth, Humility and Trust. It is important for individuals to be committed to a continuous learning environment and a champion for change, with a teamwork mentality,

Roles and Responsibilities:

• Delivers engaging and informative training sessions from an approved customer service program curriculum tailored to the needs of the employees and community.
• Utilizes a variety of instructional methods, including lectures, discussions, role-plays, and hands-on activities, to ensure effective learning.
• Assesses the progress of the participants throughout the program and provide individualized feedback and support.
• Evaluate and assess the effectiveness of completion and achievements for determining any curriculum changes or updates.
• Maintains accurate records of participant attendance, progress, and evaluation results. including attendance progress report and certification statuses to help ensure compliance with company policies and in support of the performance review process.
• Identifies areas of improvement and recommends adjustments to the training curriculum to ensure it meets the customer and organization's needs and expectations.
• Conducts post training initiatives and Identifies areas for improvement and recommends necessary adjustments to the training curriculum.
• Provides resources, facilitates workshops and offers one-on-one coaching sessions to support a continuous learning people centric environment.
• Collaborates with other staff members to ensure the overall success of the program.
• Performs other related job duties as assigned.

Education, Licensure and Experience:

• High school diploma or GED
• Bachelor's degree in education, training, or a related field preferred, but equivalent work experience may be considered.
• Minimum 3 -5 years of customer service or call center experience as a trainer.
• Proven experience working with blind and low vision individuals.

Knowledge Skills and Abilities

• Experience with traditional computer system operation and navigation as well as adaptive technologies utilized by the blind and low vision.
• Proficient with Jaws and ZoomText screen reader software.
• Excellent computer skills with proficiency in using Microsoft Outlook and other Microsoft Office applications, and able to adapt to different software programs such as assistive technology and client provided systems.
• Demonstrated ability to use computer, printer, scanner, telephone, and use of assistive technology such as Zoom Text, Jaws, or other Blind/Low Vision assistive technology aids.
• Effective communication skills and must be able to convey information clearly and concisely, both verbally and in writing.
• Commitment to providing high-quality training and support to blind and low vision participants.
• Ability to adapt to the needs of diverse learners.
• Adept at explaining complex concepts in an easily understandable manner.

• Must have empathy and patience and be able to foster a supportive learning environment.
• Able to diffuse and resolve issues with professionalism, tactfulness, and respect.
• Strong level of confidentiality due to sensitivity of materials and information needed.

• Ability to prioritize and work at a high level of accuracy.
• Must have familiarity with various training tools and technologies.
• Ability to multi-task, excellent organizational skills, time-management, and attention to detail.
• Ability to work under pressure, meet deadlines, adapt to fast-paced work conditions and changes and expectations of the clients.
• Ability to work independently or in a team setting.

Physical Demands and Working Conditions

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

• This position requires frequently sitting in a sedentary position and could require frequent standing and walking for long periods of time based on job activity.
• Accommodations are provided if needed for this position.

The Lighthouse of Houston for the Blind is an equal opportunity employer and value a diverse workforce and equal opportunity for all applicants and employees. All qualified applicants for employment will be considered without regard to an individual's race, color, sex, gender identity, national origin, disability, veteran status or any other basis protected by the federal, state or local laws.