Customer Services Training Specialist

Customer Services Training Specialist

Do you enjoy turning knowledge into results? We're seeking a hands-on trainer who has built training programs from scratch, developed impactful learning content, and coached employees to higher performance. The strongest candidates will understand call center metrics such as AHT, FCR, and CSAT, and be excited to leverage AI tools to create modern, effective training experiences. Perform 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; plan, organize, and develop 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; coordinate and implement programs with outside agencies and requires considerable technical expertise in the laws, procedures, and practices of the departments.

This position is located at: 14 South Fort Harrison Avenue, Clearwater, FL 33756.

Work Schedule: Monday - Friday 8:00 a.m. - 5:00 p.m. Up to 2 remote days per week permitted after initial onboarding and acclimation.

What Will You Do?

• Train employees on the customer information system's various transactions, with a strong focus on Pinellas County Utilities policies and procedures.
• Be able to perform the essential job functions of the Customer Service Specialist 1, 2, and 3 positions.
• Support specialized areas by researching changes in laws, evaluating their impact on current procedures, and developing and delivering training on updated laws, procedures, and policies.
• Implement customer service training programs, including new-hire training, specialized cross-training, and ongoing work-related learning initiatives.
• Provide performance coaching, analysis, and assessment services to support continuous individual and organizational improvement.
• Assist in training participants to work independently and in teams to complete skill-development projects and improve workplace attitudes and abilities.
• Deliver on-site skills-enhancement training, participate in training task forces, and update training materials to reflect changes in office policies and procedures.
• Create and maintain procedural manuals by observing current processes and updating documentation as needed.
• Manage and assist with software or program update testing, ensuring that any issues are identified and reported.
• Complete various reports and documents as required.
• Perform other related duties as assigned.

Experience: Conducting employee training or specialized subject matter education programs in a related field.

Degree: Business, Finance, Accounting, Public Relations, or a related field.

• 3 years of experience as described above; or
• Associate degree and 1 year of experience as described above; or
• Bachelor's or higher-level degree that includes some training or experience as described above.
• An equivalent combination of education, training, and/or experience. Assignment to work a variety of work schedules including compulsory work periods in special, emergency, and/or disaster situations.