Specialist, Customer Support (Training)

POSITION TITLE: Specialist, Customer Support (Training) (Full-Time Regular) (Classified)

REQUISITION #: req7688

DEPARTMENT: Utilities Customer Connections

LOCATION: 222 LAPORTE

BENEFIT CATEGORY: Classified (Non-CBU) View Classifications & Benefits

EMPLOYMENT TYPE: Full-Time Regular

ANNUAL SALARY RANGE: $53,338.00 - 88,896.00 (Salaries are paid biweekly)

ANNUAL ANTICIPATED HIRING RANGE: $62,000.00 - 77,000.00 (Salaries are paid biweekly)

SELECTION PROCESS: Application deadline is 3:00 p.m. MT on 7/4/2024.

The City of Fort Collins is a bias-conscious employer. We ask that you please avoid the use of photos when submitting a resume and/or an application for employment. You will receive an email acknowledgment when you have successfully submitted an application. Your completed application will be forwarded to the hiring manager. You will be notified if you are selected for further testing or interviews. Please keep your contact information up-to-date. The status of your application will be updated in your applicant profile. Post-offer background check required.

Why Work For the City of Fort Collins?

• Medical, dental, vision (for self, spouse, children) - eligible on the 1st of the month following date of hire

• Paid vacation, paid holidays, sick leave, and additional one-time bank of 40 PTO hours for new, full-time, Classified and Unclassified Management hires

• Retirement + company contributions - after 6 month probation period and immediate vesting

• Flexible spending: Medical expenses FSA, dependent FSA or both

• Employee Assistance Program: counseling, legal, financial assistance

• Life insurance, short-term and long-term disability

• Wellness program, workout facilities

• Employee/family onsite health clinic

• Learning and development opportunities at all levels in the organization with opportunities for career mobility

• Collaborative work environment

To learn more about The City of Fort Collins and Our Community, please read Our Community and Our Organization Brochure

Job Summary

This position plays a critical role in maintaining a high-quality customer experience in the delivery of municipal utility services and programs.

The Customer Support Training Specialist is responsible for developing, implementing, and facilitating training programs to enhance employees' skills and knowledge about utility services, technology systems and business processes. This role involves collaborating with stakeholders to identify training needs, create engaging training materials and measure training effectiveness. The specialist facilitates employee onboarding and drives alignment with departmental objectives and customer service standards. Additionally, they will leverage best practices to continuously improve training and optimize customer satisfaction.

Essential Duties and Responsibilities

The following duties and responsibilities are illustrative of the primary functions of this position and are not intended to be all inclusive.

• Documents processes and procedures and facilitates/instructs end-user training.

• Administers tracking systems to ensure regular training and policy acknowledgment are completed.

• Develops training curriculum, schedule and materials for department employees and others who use utility technology systems.

• Develops, schedules, organizes and administers training programs.

• Evaluates post-training skills and abilities; makes recommendations to supervisors regarding employee abilities to perform; develops and conducts retraining programs.

• Provides technical support for all employees in a timely and customer-focused manner by answering questions, trouble-shooting system issues, and providing guidance and technical resolutions.

• May assist with system testing, validating effectiveness of system fixes, upgrades and enhancements. Reports unresolved system malfunctions.

• Schedules and convenes meetings, managing agendas and minutes.

• Audits data by compiling and analyzing internal and external information.

• Provides administrative support by implementing systems, procedures, and policies

• Completes projects in support of department initiatives.

• Assists with researching, developing, organizing, facilitating and evaluating policy, programs and materials.

• Provides interpretation and guidance; ensures compliance with all pertinent policies, laws and regulations. Works closely with the supervisors to ensure that policies and procedures are appropriately implemented.

• Modifies or makes recommendations for improvements to processes and operations.

Management Responsibilities

No

City Competencies

• Demonstrated cultural competence to effectively interact, work, and develop meaningful relationships with people of diverse identities, perspectives, and cultural backgrounds.

• Strong learning orientation. Leverages all resources and is creative in ways of learning for self to continue adapting to changing issues and trends.

• A desire and ability to understand the diverse needs of internal and external customers, and to create experiences and deliver services that exceed their expectations.

• A desire and ability to utilize digital tools for organizational information, individual, and teamwork.

Required Knowledge Skills and Abilities

• In depth knowledge of Customer Care & Technology operations, Cycle of Service, technology systems and customer self-service projects, programs and services (e.g. e-Bill, web portal, etc.).

• Ability to understand and implement training and tracking for compliance.

• Strong public speaking, rapport building, interpersonal and motivational skills in supporting employees, vendors, instructors and leaders.

• Ability to communicate effectively and confidentially with employees at all levels of the organization.

• Aptitude for grasping technological concepts, logical sequencing, and problem solving skills/experience.

• Demonstrates the handling of multiple assignments and deadlines within a fast-paced, complex and political/strategic environment.

• Experience with teaching, making effective presentations, and/or conveying information in a clear, understandable and persuasive manner for a broad and varied audience.

• Working knowledge of practices and principles of adult learning.

• Ability to develop and maintain effective working relationships with employees and management.

• Ability to document policies and procedures.

• Strong research, reporting and analysis skills

• Strong computer skills in database management, spreadsheet applications, and proficiency in MS Office.

• Ability to lead and manage others on projects

• Ability to work independently with minimal supervision.

Required Qualifications

MinimumPreferredCollege degree or equivalent work experience. Some positions may require functionally related certification or advanced degrees Bachelor's degree from an accredited college or university

Experience Requirements

• Minimum of two (2) years of progressively responsible experience in field.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they can perform every job description task. We are most interested in finding the best candidate for the job, and that candidate may come from a less traditional background. The City may consider an equivalent combination of knowledge, skills, education, and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

The content in this posting was created for recruitment purposes. To view the full job description click the link below.

Specialist, Customer Support

The City of Fort Collins will make reasonable accommodations for access to City services, programs and activities and will make special communication arrangements for persons with disabilities. Please call (970) 221-6535 for assistance.

Notice Regarding Medical and/or Recreational Marijuana Use:

Because the possession and use of marijuana, whether for medical use or otherwise, constitutes a federal offense and because the City is a drug free workplace, the City will not accommodate the medical use of marijuana and enforces written policy prohibiting working for the City while marijuana is in the body. The fact that state law recognizes medical marijuana as a prescribed, or otherwise permitted, medication does not alter or otherwise change this policy.

The City of Fort Collins is an Equal Opportunity Employer. Applicants are considered for positions for which they have applied without regard to race, color, religion, creed, national origin or ancestry, sex, sexual orientation (including perceived sexual orientation), gender identity and expression, disability, age 40 years or older, pregnancy or related condition, genetic information, and, in certain specific circumstances, marriage to a coworker or any other status protected under federal, state, or local law.

BACKGROUND CHECK REQUIRED.

Note: Some information in your application may be public information under the Colorado Open Records Act.