Date: Mar 13, 2021
Location: Birmingham, AL, US, 35295
Company: Spire Inc.
At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It's a simple idea, but one that's at the heart of our business. We're dedicated to understanding our customers' needs and goals to better serve them today and tomorrow. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.
We value safety, inclusion, and integrity. We connect to people, get the job done, and leave a memory and everything about our culture comes back to one thing: a handshake at the front door. We have 4 essential behaviors that show how the Spire culture comes to life:
Living Spire Behaviors
We Collaborate: We reach across boundaries to connect with each other and deliver on our promises. We put teamwork first, knowing that our collective energy makes us stronger.
We Care: We create good memories by treating people how we want to be treated: We are inclusive, respectful and kind. We actively create a caring culture that feels like a handshake at the front door.
We Advance: We are active learners who never stop looking for ways to innovate and improve ourselves, and our company. We embrace ongoing development and process improvement with passion and tenacity.
We Have Perspective: We strive to gain additional perspective about Spire's business and the ever-changing energy industry. We know that every employee plays an important role in Spire's success, and we give our best to better understand how to help move the company forward.
Spire Customer Experience Department is seeking a Specialist Training and Development to work in our Birmingham, Alabama location. This position will lead and facilitate all new-hire and refresher training classes for Spire Customer Experience and third-party representatives.
Duties and Responsibilities
Acts as a leader and ambassador of the Spire brand. Creates a professional and positive learning environment that embodies Spire's mission and core values. Provides guidance and coaching to new representatives.
Develops and maintains training materials, process documents and job aids on company shared sites. Incorporates identified trends with learning opportunities and competencies.
Participates in training curriculum development for new representatives and designated Customer Experience employee training programs.
Provides weekly reporting to Customer Experience management related to training class progress. Evaluates trainee performance and provides feedback and recommendations to Customer Experience and third-party management regarding trainee certification.
Develops and maintains online learning classes utilizing Spire's Learning Management System and interfacing applications. Researches and implements best practices related to adult learning techniques. Creates exercises, activities and assessments that reinforce learning and retention.
Essential Characteristics and Competencies
Monitors and evaluates calls taken by Spire Customer Experience and third-party customer contact employees, as needed. Ensures calls meet quality standards in Connect to People, Get the Job Done and Leave a Memory.
Coordinates with Customer Experience Managers, Coaches and third-party supervisors to ensure quality targets are achieved.
Monitors customer touchpoints from cross-functional departments including Meter to Cash processes, email responses, voice of the customer, Hallmark program, Learning Opportunities, Spire Marketing, Dispatch, and other areas, as assigned.
Coordinates with QA Monitoring team to develop improvements to training curriculum and facilitation methods. Develops and implements solutions to improve customer service and quality scores.
Participates in changes to quality program. Assists QA Monitoring team with development of materials related to quality.
Researches best practices and develops new and efficient methods for monitoring customer interactions.
Required Education (certifications, licenses)
Bachelor's degree in business or communications related discipline is preferred.
Knowledge of utility industry or Spire company policies pertaining to customer service, installation, construction, billing, meter reading and collections is preferred.
Working knowledge of ADDIE model preferred.
Facilitator certification with one of the leading Customer Service Skills Companies is preferred.
Required knowledge, skill and abilities
A minimum of three to five years of experience in customer service, training or communications is required.
Physical demands, environment and schedule
Normal Work Environment - Work is normally performed in a shared office environment
Requires frequent phone calls and interruption both during and after working hours
Occasionally requires over time and work during nonstandard business hours
Travel required 50% of the time
We Have Perspective
Spire accepts online applications through our career site at jobs.spireenergy.com
Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity employer.
We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual's race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.
Job Location: Birmingham
Job Segment: Quality Assurance, Business Process, Technology, Management