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Southern Company Customer Experience Trainer in Naperville, Illinois

Customer Experience Trainer


The Customer Experience Trainer provides dedicated training for the Customer Experience Organization.

This role partners with the Manager and Instructional Designer to deliver effective training based on needs identified by the business. This role is also responsible for on-going evaluation and accuracy of training programs. In addition, the trainer will assess employee to determine readiness of performing the tasks.

Job Responsibilities

Functional Expertise:

•Models adult learning principles as appropriate for varied training environments (instructor-led, video, CBT/WBT, etc.) coupled with strong platform skills.

•Demonstrates mastery of effective facilitation to engage participants including the use of questioning, listening techniques and interventions that foster a safe learning environment.

•Internalizes course content to ensure credible, learner-focused delivery.

•Conducts training pilot sessions to validate design methodology and provides objective feedback to process consultant and instructional designers for ongoing improvement.

•Facilitates train-the-trainer workshops to cross-train colleagues in designated areas of expertise.

•Thorough knowledge and understanding of Customer Experience systems, evaluation methodologies and ability to evaluate learning or performance improvement solution.

Business Acumen:

•Understands business processes and issues and how they relate to on-the-job application.

•Strong project management skills.


•Collaborates with Process Consultant to understand and become familiar with key data.

•Partners with the Instructional Designer to transfer knowledge from development to delivery.

•Partners with Customer Experience on curriculum and program development to ensure training effectiveness and provides feedback of leadership/management programs delivered by external vendors.

•Facilitates train-the-trainer workshops to cross-train colleagues in designated areas of expertise.

•Provides feedback to participants’ manager regarding classroom performance.

Driving Results:

•Responsible for providing ongoing support to learners after initial training to ensure on the job application.

•Accountable for ensuring that learning objectives have been met through the training experience.

•Delivers interactive training programs for new policies, procedures, technology and standards of performance.


Education, Certifications/Licenses:


•High School Education


•BA/BS degree

•Proven Facilitation Skills

Related Work Experience:


•3 years of Customer Care Experience, extensive knowledge of customer care systems and work procedures


•Strong project management skills

Specific Skills & Knowledge:


•Technical skills: Excel, Outlook and Power Point. Professional demeanor, solid written and verbal communication and customer service skills and knowledge of adult learning principals.

•Exceptional presentation and training delivery/platform skills

•Excellent facilitation skills in group dynamics

•Ability to “think on feet” and create relevant business examples to illustrate key training points

•MS Office Suite – intermediate proficiency

•Ability to communicate effectively both written and verbally with all levels of a diverse organization

•Ability to motivate and develop non-direct reports and delivery constructive feedback in a non-accusatory manner

•Able to work well in a team-based setting

•Able to meet very tight deadlines in a fast-paced environment



•Attention to detail


Working Conditions/Physical Requirements:

•Minimal travel

•Primarily works in an office environment

•Ability to lift at least 30 pounds


This information describes the general nature and level of work performed by employees in this job. The description is not designed to be a comprehensive inventory of duties, responsibilities and qualifications required in the job. Reasonable accommodations may be made to qualified disabled individuals for performance of essential duties and responsibilities

Southern Company Gas provides for the energy needs of millions of U.S. households and businesses. As the largest natural gas-only distribution company in the United States, with more than 150 years of history behind us, we're working to ensure that Americans have access to an abundant, safely delivered supply of natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.

Southern Company (NYSE: SO) is America's premier energy company, with 46,000 megawatts of generating capacity and 1,500 billion cubic feet of combined natural gas consumption and throughput volume serving 9 million customers through its subsidiaries . The company provides clean, safe, reliable and affordable energy through electric operating companies in four states, natural gas distribution companies in seven states, a competitive generation company serving wholesale customers across America and a nationally recognized provider of customized energy solutions, as well as fiber optics and wireless communications . Southern Company brands are known for excellent customer service, high reliability and affordable prices that are below the national average. Through an industry-leading commitment to innovation, Southern Company and its subsidiaries are inventing America's energy future by developing the full portfolio of energy resources, including carbon-free nuclear, 21st century coal, natural gas, renewables and energy efficiency, and creating new products and services for the benefit of customers. Southern Company has been named by the U.S. Department of Defense and G.I. Jobs magazine as a top military employer, recognized among the Top 50 Companies for Diversity by DiversityInc, listed by Black Enterprise magazine as one of the 40 Best Companies for Diversity and designated a Top Employer for Hispanics by Hispanic Network. The company has earned a National Award of Nuclear Science and History from the National Atomic Museum Foundation for its leadership and commitment to nuclear development and is continually ranked among the top energy companies in Fortune's annual World's Most Admired Electric and Gas Utility rankings. Visit our website at

Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.

Job Type: Standard

Primary Location: Illinois-Metro Chicago-Naperville

Operating Company: Nicor Gas

Other Locations: United States

Job Type: Standard

Travel (Up to...): Yes, 25 % of the Time

Work Location(s):

G O Naperville - 1844 W Ferry Rd. (1844NapervilleCODE)

1844 W Ferry Rd.

Naperville, 60536

Req ID: GAS2003300

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