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Training & Development Specialist

Company: frontdoor, inc.
Location: Lagrange
Posted on: June 12, 2021

Job Description:

Operations

Frontdoor is a company that's obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands: American Home Shield, HSA, Landmark and OneGuard, as well as American Home Shield ProConnect, an on-demand membership service for home repairs and maintenance, and Streem, a technology company that enables businesses to serve customers through an enhanced augmented reality, computer vision and machine learning platform. Frontdoor serves more than two million customers across the U.S. through a network of more than 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company's customizable home service plans help customers protect and maintain their homes from costly and unexpected breakdowns of essential home systems and appliances. With nearly 50 years of experience, the company responds to over four million service requests annually (or one request every eight seconds).

POSITION OVERVIEW

The primary purpose of the Training Specialist is to facilitate virtual instructor-led training of new hires and existing contact center associates. Records and communicates training activities, learner progress, and attendance. Assists with the development and revision of training materials. Teaches multiple curricula across a variety of business units. Reports to Training Manager.

JOB REQUIREMENTS

The following duties are typical, however other duties may be assigned as needed.

  • Presents information using a variety of instructional techniques or formats, such as role playing, simulations, team exercises, group discussions, videos, or lectures.
  • Facilitates virtual classroom sessions across multiple time zones (EST, CST, and MST).
  • Evaluates learner progress through academic assessments, hands on practice, and on-the-job training.
  • Collaborates with an Instructional Designer to assess, update, and revise training materials.
  • Participates in work groups to identify knowledge gaps and recommend learning solutions.
  • Reviews and analyzes records for training programs, including, but not limited to, course evaluations and learner participation, data and trends to recommend program changes.
  • Keeps up with development in learning industry through reading current blogs, articles, professional association membership, and peer learning.
  • Prepares for upcoming classes by reviewing the course material, creating the class records in the Learning Management System (LMS), coordinating with Talent Acquisition (TA) and Human Resources (HR), and welcoming the learners.
  • Develop and maintain constructive working relationships with stakeholders, such as Human Resources partners, frontline leaders, and subject-matter experts.
  • Keeps records for each class of attendance, academics, and significant observations.
  • Effectively communicates classroom performance of learners to the appropriate stakeholders.
  • Assists with maintaining the knowledge-base by updating resources, flagging inaccuracies, and answering questions.
  • Provides training support for business initiatives by providing train-the-trainer sessions and coaching agents.
  • May serve as a mentor for other trainers, providing developmental feedback through observations and peer learning.
  • May certify other trainers to facilitate curricula through observation and assessment, using provided materials.
  • May travel as needed.

JOB REQUIREMENTS

  • Bachelor's degree in Adult Education or equivalent area of study, supplemented by three (3) years of training and development experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.
  • Dedicated workspace, free from auditory and visual distractions.
  • High-speed internet access, sufficient for quality video conferencing.
  • Knowledge of training strategies and principles, including adult learning theory, teaching and instruction for individuals and groups, and the measurement of training effects.
  • Classroom management skills including organization, time management, recognizing learner accomplishments, and correcting inappropriate behavior.
  • Emotional intelligence: The ability to perceive the emotional state of individuals and groups; the ability to modify one's own verbal and non-verbal mannerisms to engage and build trust.
  • Proficiency with virtual classroom software such as Zoom, Microsoft applications such as SharePoint, Word, Excel, PowerPoint, Outlook, and Teams.
  • Professional written communication skills. The ability to communicate with both senior business leaders and associates.

PHYSICAL DEMANDS AND WORKING CONDITIONS

Physical Abilities:

  • Speaking and listening. The ability to exchange ideas with others through the use of spoken word quickly and accurately via electronic device speakers or headset.
  • Manual dexterity. Repetitive movement of the wrists, hands and fingers to use a mouse and perform typing tasks.
  • Visual acuity. This role requires performing detail-oriented activities at distances close to the eyes and within arm's reach such as reading information on a computer screen.

Keywords: frontdoor, inc., Columbus , Training & Development Specialist, Other , Lagrange, Georgia

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