Specialist, Customer Operations Training

Job Description

Job Description

JOB SUMMARY/PURPOSE

The Training Specialist is responsible for improving employee performance through targeted training, coaching, and skill reinforcement. This role uses quality insights, operational data, and business priorities to design and deliver training that closes performance gaps and drives measurable results. The focus is execution ensuring employees can apply what they learn in real customer interactions.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

• Deliver instructor-led and virtual training for new hires and tenured employees, including onboarding, refresher sessions, and targeted upskilling based on performance gaps, system changes, or process updates.
• Reinforce critical topics such as billing accuracy, collections practices, call handling, and customer experience standards through simulations, role plays, and scenario-based training tied to real customer interactions.
• Use QA results, call trends, and operational KPIs to identify skill and knowledge gaps, design and deliver targeted training interventions to address performance issues.
• Support new hire transition to production through structured reinforcement, nesting support, and readiness validation before and after training.
• Provide 1:1 and small group coaching through side-by-sides, call reviews, and live coaching sessions, partnering with supervisors to reinforce training in day-to-day operations and holding employees accountable for applying skills.
• Track, organize, and maintain accurate records of customer service workflows, policy drafts, and process changes, ensuring version control of shared documents, forms, and workflows in accordance with established compliance protocols.
• Update job aids, quick reference guides, and training materials as processes evolve, ensuring training content reflects current policies, systems, and regulatory requirements, and providing feedback to Instructional Design on training effectiveness and content gaps.
• Support the implementation and rollout of new customer service tools, system updates, training materials, and communication plans through structured training execution.
• Track training completion, knowledge checks, and learner performance, measure impact of training through QA scores, error reduction, and operational KPIs, identify trends, adjust training approaches, and report on training effectiveness and readiness to leadership.

MINIMUM REQUIREMENTS

Minimum education required of the position

• Bachelor’s degree in Business Administration, Service Management, or related field
• In lieu of a degree, equivalent experience will be considered

Minimum experience required of the position

• 2–4 years of experience in training, coaching, or contact center operations

Minimum knowledge, skills and abilities preferred of the position

• Experience in a performance-driven environment Strong facilitation and coaching skills
• Ability to translate operational data into targeted training actions
• Solid understanding of customer operations (billing, payments, collections, call handling)
• Ability to influence behavior change, not just deliver content
• Strong communication and stakeholder partnership skills
• Ability to write and edit procedural documents clearly and accurately.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); familiarity with SharePoint or document management systems preferred.
• Strong communication and collaboration skills.
• Ability to manage multiple priorities and work independently.
• Familiarity with utility customer service processes a plus.

Any certificates, licenses, etc. required for the position

• None

Physical Requirements

• Able to operate a personal computer, either desktop or laptop.
• Able to sit for extended periods of time.
• Able to operate a copy machine, fax machine, calculator, telephone and other miscellaneous office equipment.
• Able to exert up to 10 Lbs. of force occasionally, and /or a minimal amount of force frequently to lift, carry, push or otherwise move objects.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work regular hours, with occasional overtime.

About Delta Utilities

Delta Utilities is a natural gas utility headquartered in New Orleans that provides safe, reliable natural gas service across Louisiana and Mississippi. We understand the value of dependable energy and our important role in building stronger, more resilient communities. Once all announced transactions are complete, Delta Utilities will be a $1.7 billion organization representing 600,000 customers and among the top 40 natural gas utilities in the United States.

Delta Utilities acquired CenterPoint Energy's natural gas utility operations in Louisiana and Mississippi in April 2025 and will acquire Entergy's natural gas utilities in Baton Rouge and New Orleans in summer 2025.

Delta Utilities is regulated by the Louisiana Public Service Commission, the Mississippi Public Service Commission, and the New Orleans City Council. We work closely with our regulatory agencies to deliver safe and reliable natural gas service and maintain fair rates for our customers.

Learn more at

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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