Training Scheduler

Provide quality customer service to various parties including students, instructors, training centers, and other stakeholders in an omnichannel contact center environment. Assist with complex and/or escalated customer contacts. Provide administrative support for state programs, assuring accuracy and compliance with specific program regulatory and/or contractual requirements. Coordinate multiple training schedules across all Roadway Safety programs including, but not limited to, state and court programs. Manage all scheduling and administration of direct training course logistics that span DDC courses, WorkZone courses, instructor eLearning, instructor development, onsite training, virtual delivery, and continuing education courses (CECs). Research and drive resolution to a wide variety of complex problems pertaining to the delivery of training programs. Use analytical skills to recommend change management tactics for systems and processes to drive efficiency.

• Professionally handle customer support calls, chat, email and/or other communication, meeting defined performance expectations and contractual regulatory requirements.
  • Follow documented customer interaction flows.
  • Provide specific and unique program information accurately to customers.
  •  Apply empathy, listening, and service techniques to defuse situations and avoid contact escalation.
  • Use job aids, reference materials, program training, and apply problem-solving skills to assist customers.
  •  Accurately enter customer information into business systems and complete routine transactions.
  •  Efficiently communicate through chat and email to research and resolve customer inquiries.
  •  Accurately input student data and process live credit card payments while maintaining data confidentiality.
  • Clearly and concisely document customer interactions with account notes in business systems.
  • Research and resolve complex customer issues/problems and communicate result.
  • Provide Level 2 customer support via escalated phone calls, chat support, and email.
  •  Draft and submit written correspondence to customers and outside entities such as state agency, courts, probation officers, etc. as requested.
• Manage training calendars across all DDC & Work Zone programs including state/court programs. Support all delivery methods of in-person, eLearning, instructor development, onsites, virtual courses, and CECs.
  • Prepare schedule of classes by program with attention to regulatory compliance and meeting program registration demand.
  • Negotiate classroom arrangements with rental facilities to include space size needs, parking, audio-visual, cost, etc.; search for alternative spaces when rental fees are high as to increase program ROIs; adhere to budgeted amounts and provide variance documentation when overages occur; handle facility invoicing.
  • Support scheduling and coordination of Master Trainers and part-time or contract instructors for training.
  • Review instructor schedules completed by other colleagues prior to publishing for accuracy and completeness.
  • Prepare instructor class confirmations.
  • Manage instructor class monitoring schedules by program to include new instructors for certification, routine quality monitoring, and covert monitoring.
  • Support training scheduling and process coordination for special needs and/or out-of-state customers
  •  Input and track product and class form orders needed for scheduled training. Be proactive to avoid rush shipments and unnecessary expenses.
  • Handle sales leads as assigned for state/court training in designated states. Convert leads to opportunities to sales while meeting all required timelines for customer follow-up.
  • Manage onsite training administration from start to finish, including but not limited to: proposal creation, scheduling, communication, product orders, customer invoicing, instructor expenses, etc.
  •  Review, research, and manage all NSCL eLearning customer registrations and completions.
  • Communicate system issues that have impact internally and/or to external customers. Propose solutions when connected to your area of expertise.
• Provide administrative and customer service support to internal colleagues, consumers, training centers, and instructors.
  • Maintain current knowledge of regulatory requirements; assure excellence and compliance at all levels of program service, both verbally and in writing.
  • Support Training Center Coordinator with instructor renewal processes, new training center and instructor acquisition, state licensing processes, etc.
  • Assist existing training centers with orders of training materials and class forms; resolve problems through research and communication.
  • Provide general feedback from customers/instructors/training centers about program administration, service, and NSC guidelines to colleagues.
  • Work cooperatively with program staff to develop and maintain current manual of rules and procedures for training centers and instructors.
•  Provide project support to management as regards marketing, development and revision of forms/procedures, correspondence, report writing, data analytics, trends, etc.
• Perform other related duties as assigned.

• Associate’s degree and 3-5 years of relevant experience, preferably in a contact center environment.
• Bachelor’s degree preferred.
• Proficient with Microsoft Excel & Word.
• The hourly rate is $21.75

• At least 20 PTO days accrued 1^st year and 11 paid holidays
• Flexible work arrangements
• Comprehensive medical, dental, vision, and life insurance plans
• Flex spending accounts for medical and dependent care
• 403(b) & Roth 403(b)  with employer match up to 6%
• Reimbursable training
• Student loan pay down
• Dress for your day