Training & Development Specialist

PSEG Company: Public Service Electric & Gas Co. Requisition: 83722 Location: Edison, NJ, US, 08837 Salary Range: $91,100 - $144,200 Work Location Category: Hybrid Fixed PSEG is not offering visa sponsorship for this position. Job Summary At this time, only current PSEG employees are being considered. PSEG is seeking a Training & Development Specialist to join the Technical Training team within the Transformation & Centralized Services organization at our Edison, NJ location. The Training & Development Specialist will support the development of a safe, skilled, and efficient workforce by delivering high‑quality training for Customer Care operations. This role focuses on instructing and developing bargaining unit (BU) trainees across a range of Customer Operations training programs, including but not limited to the 12‑week Customer Care Inquiry training program. The position also supports additional training initiatives aligned with evolving business needs, ensuring employees are prepared to effectively perform their roles within Customer Operations. The Training & Development Specialist is responsible for delivering instruction, evaluating trainee performance, and ensuring employees and contractor personnel develop the technical knowledge and skills required to perform Customer Care responsibilities in accordance with company procedures, regulatory requirements, and industry standards. Job Responsibilities Deliver instructor‑led training for Customer Care programs, including the 12‑week Inquiry training program. Coach, mentor, and develop bargaining unit (BU) trainees in the classroom and simulated work environments. Evaluate trainee performance and provide feedback to support development and readiness. Support the design, development, and annual updates of Customer Care training curriculum. Collaborate with subject matter experts (SMEs) to identify training needs and ensure content accuracy and relevance. Apply instructional design principles (analysis, design, development, and evaluation) to enhance training effectiveness. Utilize learning technologies and systems to support training delivery, tracking, and reporting. Understand and communicate training performance metrics, including those within the Manager's Dashboard. Participate in training committees and Customer Care work groups. Support field or operational assignments as needed, including supervisory responsibilities aligned with business needs. Job Specific Qualifications High school diploma or GED. Minimum of 5 years of experience in Customer Care, Customer Operations, or related utility/customer service roles. Demonstrated experience coaching, mentoring, or training employees in a customer service or operations environment. Strong understanding of Customer Care functions such as Inquiry, Billing, Collections, and system navigation. Ability to learn and apply training and instructional design processes, including analysis, design, development, and evaluation. Proficiency in Microsoft Excel, PowerPoint, and Word. Strong written and verbal communication skills. Ability to manage classroom dynamics and engage adult learners effectively. Desired Bachelor's degree in Education, Training, Instructional Design, Business, or a related field. Experience with systems such as CRM platforms, billing systems, or other customer service technologies. Experience in instructional design, task analysis, and training evaluation. Experience facilitating assessments and working with unionized (bargaining unit) environments. Supervisory or project management experience. Experience with Learning Management Systems (LMS) and reporting tools. Experience with alternative training delivery methods, including e‑learning, virtual, or blended learning environments. Process improvement experience (Lean Six Sigma Green Belt preferred). Equal Employment Opportunity PSEG is an equal opportunity employer, dedicated to a policy of non‑discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals. PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call View phone number on click.appcast.io or email . Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. #J-18808-Ljbffr