Job Description

HomeServe USA, a Brookfield Infrastructure Group portfolio company, is a Great Place to Work, and while we’re biased, we’re not just saying that. We’re proud to have been certified as a Great place to Work the last ten years. What does HomeServe do and what makes it so great? Well, we’re glad you asked!

We put people at the heart of everything we do. That’s priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at HomeServe, you’re part of a growing team that’s working to make home repairs and improvements easy.

The Trainer reports to the Training Manager and will be responsible for developing and delivering a variety of best-in-class, comprehensive training programs to all levels of Center Operations. Position will be responsible for leading training classes, participating and informing all aspects of learning and performance development.

Responsibilities:

• Deliver training and development programs and workshops in virtual and classroom settings
• Identify training and development needs through job analysis and regular consultation with business leaders
• Work with content development team to build and enhance training and development programs based on company needs and business partner feedback, with a focus on continuous improvement
• Work with the quality team to ensure training is in line with compliance initiatives, drive performance quality through scanning of new hire calls.
• Monitor, review and evaluate the progress of trainees, providing feedback for performance development
• Provide effective communication with new hire supervisors for corrective action and other employee relations concerns for new hires during the training period
• Participate and support vendor training partner needs
• Work as a change agent, adapting to rapid growth and fast-moving business initiatives
• Use adult learning techniques to ensure training is successful
• Responsible for reporting and analysis of training programs

Essential Functions:

Essential Job Function

% of Time on Function

Instruct

80

Review and suggest revisions for learning materials

10

Collaborate with operations leadership

10

Total

100%

Job Requirements:

• Bachelor’s degree or certification in a related field; or equivalent work experience
• A minimum of 3 years of experience delivering training programs in a corporate environment; call center experience is highly desired
• Ability to drive results and lead team to excellence
• Excellent oral and written communication skills
• Superior Presentation and facilitation skills
• Strong classroom management skills
• Strong analytical and strategic mindset
• Ability to manage multiple priorities
• Ability to work with minimal direction
• Demonstrated success in navigating changing priorities
• Strong knowledge of Microsoft Word, Excel, PowerPoint and Outlook
• Knowledge of adult learning theory, creative training techniques and application
• Up to 10% travel
• High level of attention to detail
• Exception time management and organizational skills
• Good interpersonal, influencing and team building skills
• Ability to manage multiple projects, prioritizing deliverables and meeting deadlines in a fast-paced environment
• Ability to manage conflict and adapt to a changing environment
• Instructional design experience a plus

In return, we offer:

• Competitive compensation
• Career development and advancement opportunities
• Casual attire throughout the week
• Friendly, open and team oriented work atmosphere
• Excellent benefits including generous medical, vision, dental and life & disability insurance
• 401(k) plan with a company match
• Eligibility to enroll in up to two HomeServe coverage plans paid for by the company

Minimum Physical Requirements:

The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

HomeServe USA is an equal opportunity employer.