Customer Operations Trainer Intermediate
South Jersey Industries
Monitor quality, coach agents, and deliver training to improve customer service.
23 days ago ago
$57,375 - $91,800
Junior (1-3 years), Intermediate (4-7 years), Experienced (8-12 years)
Full Time
Union, NJ
Office Full-Time
Company Size
1,700 Employees
Service Specialisms
Natural gas utility services
Renewable energy development
Energy efficiency
Pipeline and service construction
Wholesale natural gas marketing
Energy advisory
Commodity storage and transportation
Customer service
Sector Specialisms
Natural Gas
Energy Infrastructure
Residential Energy Services
Commercial Energy Services
Industrial Energy Services
Renewable Energy
Solar Energy
Fuel Cell Energy
Role
What you would be doing
interaction analysis
call scoring
training delivery
coaching sessions
feedback utilization
root cause
- Provide ongoing analysis of recorded and real time customer interactions and leverage learnings to make recommendations to leadership on training and process improvement opportunities.
- Monitor and score various customer contacts including inbound and outbound calls.
- Conducts training in areas related to Customer Experience, including but not limited to Customer Service, Collections, Billing, and Dispatch. Confers with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulations, business initiatives and technologies.
- Conduct monthly coaching sessions with representatives to review scored observations, create and implement personalized development plans; work closely with Contact Center leadership to monitor representative development.
- Conducts training sessions covering specified areas such as on-the-job training, use of computers and software, interpersonal skills, quality & process issues, and product knowledge.
- Utilize feedback from customers and industry best practices to facilitate improved quality of services being provided.
- Collaborate with leadership to continuously enhance employee experience.
- Assess root causes for any gaps in performance and determine remediation steps, such as training gaps, agent performance issues, or process improvement opportunities.
What you bring
bachelor’s
master’s
coaching
facilitation
process improvement
time management
- Bachelor’s degree with 2 years of relevant experience, or;
- Professional demeanor, solid written and verbal communication and customer service skills
- Excellent interpersonal and coaching skills – ability to deliver constructive, direct and objective feedback to contact center managers and representatives while supporting customer service representative development through training, guidance, mentoring and coaching
- Excellent facilitation skills in group dynamics
- Equivalent work experience may be considered in lieu of degree.
- Strong organization and time management skills, with an ability to work independently in a fast-paced environment and prioritize work appropriately
- Ability to identify, investigate and implement process improvement opportunities and make recommendations to leadership based on findings from Quality Assurance process
- Master’s degree with 0 years of relevant experience.
- Flexible vacation, Paid Time Off, and Sick Leave package
- Short-term and Long-term Disability Insurance
- Comprehensive Health, Dental, and Vision Insurance
- 401(k), with generous company match
Information not given or found
Interview process
Information not given or found
Visa Sponsorship- applicants must be authorized to work in the u.s.; no visa sponsorship is offered.
Information not given or found
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Company
Overview
1924 Founded
Year Established
The company was established in 1924, marking the beginning of its legacy in energy and utility services.
- Through subsidiaries, services are provided across a broad region, focusing on natural gas, electricity, and clean energy solutions.
- With decades of experience, a leadership role in energy infrastructure development and customer service is maintained.
- Large-scale projects include energy distribution systems, renewable energy installations, and utility infrastructure upgrades.
- A strong commitment to community and sustainability initiatives has shaped long-standing industry contributions.
- Notable for embracing innovative technology, operations span both traditional and renewable energy sectors.
- Service offerings have expanded, contributing to regional economic growth and energy reliability.
- Safety
- Inclusion
- Service
- Community
- We value safety, inclusion, service, and our community while providing energy solutions that fit our customers' lives
80% CO₂ Reduction
Methane Emissions Target
Reduction in CO₂-equivalent emissions by 2025 through infrastructure modernization.
$329M Energy Savings
Efficiency Savings
Projected savings from energy efficiency initiatives by preventing emissions and reducing energy consumption.
25% of CapEx
Sustainability Investment
Commitment to allocate at least 25% of annual capital expenditures to sustainability projects.
12.5 MW Clean Energy
Renewable Projects
Clean energy investments through subsidiaries include fuel cell, RNG, solar, and green hydrogen projects.
- Operational carbon neutrality target 2040
- 70% reduction in operational emissions and consumption by 2030 (baseline 2018, Scope 1 & 2)
- Infrastructure modernization including replacing aging pipelines and deploying leak detection
- Clean energy investments via subsidiaries Catamaran Renewables and REV LNG: green hydrogen pilot
2021 Launched
Diversity Council
In 2021, the company established a Diversity Council to provide strategic guidance on DEI initiatives.
Six ERGs
Employee Resource Groups
The company implemented six Employee Resource Groups, including the Women’s Leadership Initiative, Veterans, Pride, and green-team-focused ERGs.
- DEI is a core value under the OneSJI vision and ambition.
- Built a dedicated Diversity & Inclusion team within HR to lead strategy and organizational DEI solutions.
- Regular focus-group listening sessions and the OneSJI Diversity Podcast to increase DEI awareness and cultural competency.
- No public gender-specific statistics found.
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