Trainer II

Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America Req #2789

Tuesday, March 25, 2025

Energize your future and join our team as we pursue a reliable, sustainable, cleaner energy future. At our Fortune 1000 diversified energy company, you’ll find a friendly, community-minded environment, with flexible work schedules, opportunities for growth and development, and competitive pay and benefits.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Trainer II to create, coordinate, monitor and implement the required training associated with Customer Service including Contact Center, Revenue Cycle, Energy Assistance, and Collections. Assist other NJR affiliates such as, Home Services, Marketing and Meter Reading when requested. Guide, coach and mentor Level I trainers. Train Sr. Clerks and supervisory level employees. Coach customer service representatives, monitor trends and identify learning opportunities. Monitor QA using QC and VOC to prepare an aggregate score of customer service representatives.

Major Responsibilities:

• Develop and execute training for other departments outside of Customer Service, i.e. NEXT, Marketing, and SAVEGREEN.

• Conduct annual needs assessment and determination of all skill levels.

• Determine the training needs of all departments in and out of customer service.

• Understand, create and develop training materials to benefit all learning styles.

• Apply skills based on various adult learning theories.

• Interact with vendors of customer service platforms used by our employees.

• Conduct supervisory training.

• Implement/monitor daily quality assurance program.

• Create various training materials for ILT and ELT including associated job aids.

• Determine which mode of training will best suit the audience. (ILT, ELT, Job Aids, QRGs etc.)

• All other duties as assigned by the manager.

Position Specifications:

• Associate or bachelor’s degree in business management or related field preferred

• Vocational/Technical training in Vyond, Articulate, Captivate or Camtasia experience preferred

• 2 years of experience in training and coaching employees preferred

• Excellent communication, teamwork, organizational, coaching, motivational and interpersonal skills are required.

• Strong organizational and time management skills also required.

• Results oriented and a clear focus on high quality work with the ability to deliver performance through influence and drive performance and results in a fast-paced environment.

• Instructional Design Certification is preferred.

• Some off hours and weekend shifts will be required.

• Must be flexible to change based on business needs; must be dependable and self-motivated.

• Required travel for Interlogix training two to four times a year to Texas.

• The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

New Jersey Resources is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.

Other details

• Job Function Professional

• Pay Type Salary

• Wall Corporate Office, 1415 Wyckoff Rd, Wall, New Jersey, United States of America