Trainer I/Customer Ops Support

The Trainer I/Customer Ops Support participates in the development of training materials as Subject Matter Expert (SME); conducts training programs for Contact Center, Account Resolution Team, Customer Technology Support (CTS), other supporting all areas of Customer Technology Support, all areas of Customer Solutions, including Contact Center and Account Resolution and Customer Experience-related training enterprise wide. The Trainer I evaluates training effectiveness through assessments, recommends tools and resources, and administers the emergency and safety training in accordance with the Emergency Plan Manual. Working closely with cross-functional teams, this role ensures that all training initiatives align with the company's mission, vision, and strategic goals. The Trainer I serves as a key partner in driving performance, engagement and service excellence across the organization.

POSITION DIMENSIONS

The position does not have accountability for people or budgets. Incumbents are accountable for the initial and re-qualification testing of all Customer Solutions and contractor personnel including new hire training with focus on power skills standards, billing and rates, credit and collections assessment and negotiation, and emergency response procedures. The incumbent must be able to effectively engage with Customer Experience and Corporate Management teams. They will also interact with vendors, external consultants, internal staff, departmental leaders across divisions, and infrequently with senior management.

ESSENTIAL JOB RESPONSIBILITIES

*Assist in preparing and conducting contact center safety-related training and emergency response and specified per state and federal requirements for Company employees and contractors
*Deliver and support Customer Solutions safety and training programs, including re-testing for emergency response compliance.
*Prepare, or assist as an SME with, materials, visual aids, props, tests and written evaluations of trainee performance
*Prepare written reports to CTS and Customer Solutions management on new hires and audit findings
*Evaluate performance through assessments and recommends tools and resources
*Develop scenarios and provide live simulated emergency training to Company and contract employees who identify emergencies through customer interactions as well as for the daily activities of their position
*Engage with and support department activities, including training intent and process, to ensure department objectives are met
*Proficient in Articulate 360 and Microsoft Office Suite to enhance training and safety programs
*Supports training of both MyCustomer (S4 Hana) and MyCustomerCenter (C4C) and is proficient using SAP Enable Now to develop process simulations across systems
*Proficient in Genesys Pure Cloud Connect
*Facilitate new hire training to internal and contractor new hires in the Contact Center and the Account Resolution Team
*Prepare and revise department and safety-related standard and procedure manuals
*Build process simulations for new or updated policies and procedures in SAP Enable Now
*Work directly with contractor trainers on software problem diagnosis and resolution, being the collaborator with IT Team and Help Desk
*Work cross-departmentally with other training departments such as Dispatch and SQTQ to collaborate, evolve, innovate, and enhance emergency response and customer experience training companywide.
*Stay informed on evolving tariffs and regulatory updates across Arizona, California, and Nevada to ensure compliance and strategic alignment
*Maintain and improve customer experience operations by evaluating the performance of current applicable systems, identifying and resolving problems
*Communicate professionally and effectively with support groups and business areas
*Assist with the new employee onboarding process
*Facilitate new hire training to internal and contractor new hires in the Contact Center and the Account Resolution Team
*Lead survey initiatives to capture learner feedback and use data-driven insights to enhance training retention and engagement.
*Perform related duties and responsibilities as assigned
*Regular and predictable attendance is a condition of employment and is an essential function of the job

SALARY DETAILS

Tucson: $51, 972.60 - $72,800.40

Las Vegas & Phoenix: $54,708 - $76,632

Victorville: $60,178.80 - $84,295.20

At Southwest Gas, attracting the best talent is key to our strategy and success as a company. We use flexibility to develop competitive compensation offers to ensure we are able to hire the best candidates. The quoted salary range represents the minimum and maximum of the pay range for the position. It is provided as a good faith estimate as to what our ideal candidates are likely to expect, as we tailor our offers within the range based on the selected candidate's experience, industry knowledge, location, technical and communication skills and other factors that may prove relevant during the interview and selection process.