Customer Support & Service Trainer

Position: Customer Support Service Trainer

• **Location:** REMOTE
• **Job Id:** 109
• **Number of Openings:** 1

GridPoint is a rapidly growing private equity backed technology leader with a mission focused on accelerating the world's transition to a sustainable future by creating an intelligent energy network of grid interactive buildings. As pioneers in the smart grid, GridPoint has been innovating since 2003 to make buildings smarter, more efficient, more resilient, and more sustainable. Founded in 2003, GridPoint's platform is hard at work across thousands of buildings delivering energy, operational, and resiliency benefits. Networked together, GridPoint intelligent buildings provide the reliable, precise, and instantaneous capacity utilities and grid operators increasingly require. By transforming the way commercial businesses of all types and sizes use energy, GridPoint unlocks the decarbonization, sustainability, and grid resiliency needed for a cleaner, more efficient tomorrow. GridPoint's network of commercial buildings spans across Fortune 500 enterprises, utilities, government organizations, and small businesses. GridPoint minimizes energy waste across 20,000 buildings. To date, they have saved customers over $440M in energy costs, reduced over 5.7B kWh, and eliminated over 5.3B lbs of CO2e.

What makes us different:

• Hardware enabled SaaS platform that is expandable to manage both traditional building assets (e.g., HVAC, Lighting, Refrigeration) and the future of additional grid interactive assets (i.e., energy storage, EV charging).
• Serves both sides of the meter, benefiting both customers in the building and grid participants.
• Advanced Analytics and Intelligence with a data-driven approach to manage savings and proactively monitor the health of assets.
• Ability to manage multiple distributed energy resources for market participation (e.g., battery storage, generation, HVAC).
• Focused on multiple industry market needs with a specific focus on mid-market commercial buildings and underserved SMBs.
• Ability to execute at the majority of unaddressed buildings (i.e., 90% of commercial buildings).
• $0 upfront cost subscription model that accelerates adoption.

Essential Duties & Responsibilities:

As the Customer Support Service Trainer, your main duty is to lead training sessions for our Service team, newly hired staff at our support center, and ongoing educational programs. Your role is pivotal in ensuring that employees acquire the essential system, product, and policy expertise to deliver exceptional customer experiences while assisting callers with diverse inquiries. As our Customer Support Service Trainer, your responsibilities will include but are not limited to the following:

• **Support Center Training Program Development:**

• Support design and development of comprehensive training programs specifically tailored for new and existing customer support agents.

• Aid in the creation of engaging training materials including manuals, presentations, and multimedia content.

• **Support Center New Hire Training:**

• Spearhead thorough and immersive onboarding sessions for new customer support agents introducing them to company policies, procedures, and customer service standards.

• Facilitate dynamic orientation sessions to immerse agents in the company culture and values emphasizing their role in delivering exceptional service.

• **Product and Service Knowledge:**

• Ensure that agents, especially new hires, have in-depth knowledge of BAS/EMS products and services.

• Keep training materials up to date with the latest product information and industry trends.

• **Communication Skills Training:**

• Develop and implement specialized communication skills training placing extra focus on new hires to enhance their ability to handle customer inquiries effectively.

• Provide tailored guidance on tone, language, and empathy in customer interactions.

• Identify and address areas for improvement in soft skills with a particular emphasis on new hires including problem solving, conflict resolution, and customer relationship building.

• Conduct targeted role-playing exercises and simulations to accelerate the integration of skills learned.

• **Support Center Continuous Learning & Development:**

• Stay informed about industry best practices and emerging trends in customer support incorporating this knowledge into new hire training programs.

• Regularly update training programs to align with evolving business needs and heightened customer expectations.

• Facilitate continuous learning training sessions to update customer support leaders, technical experts on new products, processes, and systems.

• Aid in the development of reference materials for customer support to assist in the execution of their tasks/duties.

• Perform regular QA evaluations to aid in creating training proposals to unit leadership.

Qualifications:

• Proven experience in a contact center environment.
• Minimum 2 years BAS/EMS experience or similar experience.
• Excellent communication and interpersonal skills.
• Experience facilitating training and/or group presentations.
• Experience working in a hybrid work environment.
• Strong organizational and time management abilities.
• Proficiency in creating training materials and delivering engaging presentations both in-person and remote.
• Experience facilitating new hire training classes, continuous education training within a Support Center environment.
• Familiarity with customer support software and tools.
• Preferred experience with Salesforce, Microsoft365 suite, Articulate360, and Adobe products.