Job Description

Job Summary/Purpose

The Customer Operations Training Manager is responsible for developing, implementing, and overseeing training programs for customer service representatives in the utility industry. This role ensures that all customer-facing and back-office staff are well-equipped with the knowledge and skills necessary to manage meter-to-cash processes effectively.

Job Duties/Responsibilities

• Develop Training Programs: Design and implement comprehensive training programs for customer service teams, focusing on utility-specific processes, including meter reading, billing, and collections.
• Assess Training Needs: Identify training needs through surveys, feedback, and performance data to ensure training programs are relevant and effective for both front and back-office functions.
• Conduct Training Sessions: Lead training sessions, workshops, and seminars to educate customer service representatives on best practices and new initiatives in meter-to-cash operations.
• Monitor and Evaluate: Continuously monitor and evaluate the effectiveness of training programs through feedback and performance metrics, making adjustments as needed.
• Collaborate with Departments: Work closely with other departments, such as billing, IT, and regulatory compliance, to ensure training content is accurate and up to date.
• Support and Guidance: Provide ongoing support and guidance to customer service representatives, addressing any questions or concerns they may have.
• Stay Updated: Keep abreast of industry trends and best practices to ensure the company remains competitive in customer service.

Minimum Requirements

  Minimum education required of the position

• Bachelor's degree in Business, Marketing, Communications, or a related field.

Minimum experience required of the position

• Proven experience in customer service within the utility industry, with at least 3-5 years in a training or managerial role.

Minimum knowledge, skills and abilities required of the position

• Excellent communication, leadership, and organizational skills.
• Ability to analyze data and generate reports.
• Proficiency in customer relationship management (CRM) systems and utility-specific software.
• Strong understanding of utility industry customer service principles and practices, especially meter-to-cash processes [1] .
• Ability to develop and deliver engaging training content tailored to both front and back office functions [2] .
• Excellent problem-solving and decision-making abilities.
• Ability to work collaboratively with cross-functional teams.

Any certificates, licenses, etc . required for the position

None

About Delta Utilities

Delta Utilities is a leading natural gas utility with a focus on safe, dependable service to customers. Headquartered in New Orleans, Louisiana, the utility will serve nearly

600,000 customers and become one of the leading natural gas providers in Louisiana and Mississippi and among the top 40 providers in the United States.

In 2023, Entergy announced that it had entered into an agreement with Delta Utilities to sell its Louisiana gas distribution business. The natural gas utility currently serves more than 200,000 customers across East Baton Rouge and Orleans parishes. In February 2024, Delta Utilities entered into an agreement with CenterPoint Energy to acquire its Louisiana and Mississippi natural gas businesses, which currently serve approximately 381,000 customers. Once the transactions are complete, Entergy's Louisiana natural gas operations and CenterPoint Energy's Louisiana and Mississippi natural gas systems will be operated by Delta Utilities. Learn more:

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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