TRAINER

Position Overview

Service Line/Section: Utility Billing/Business Support Services
Reporting Location: Houston, Tx
Workdays & Hours: Monday - Friday/8:00 am - 5:00 pm* Subject to change

Description of Duties/Essential Functions

Prepares and conducts comprehensive specialized training for both new and existing employees across various business areas within Utility Billing Operations.

Responsibilities

• Develops and prepares training material (i.e., curriculum, manuals, reference guides, exercises, quizzes/tests, on the job training checklists, direct observation assessment forms, and other instruction materials).
• Plans and schedules resources for training sessions, (i.e., conference rooms, computers, tablets projector, supplies, etc.)
• Conduct general and specialized training for individuals and groups on various Utility Billing Operations including customer service, billing, adjustments, planning and scheduling, systems, field operations, etc.
• Creates, maintains, and recommends changes to testing and evaluation procedures, training manuals and other instructional materials.
• Assists with developing teaching aids such as handbooks, demonstration equipment, multimedia visual aids and reference materials.
• Stay abreast of current business knowledge as well as future plans and updates by attending process improvement meetings, courses/conferences.
• Administer quizzes, final exams, and direct observation assessments, providing feedback and grading learner work.
• Maintain training records that capture progress, performance, attendance, participation and completion.
• Create and maintain a calendar/schedule to monitor and measure training effectiveness beyond the classroom.
• Assist with training/orienting new trainers.
• Complete special projects as assigned.

Working Conditions

The position involves routine walking, periods of sitting, and occasional stooping or bending. Occasional light lifting may be required. Occasional exposure to heat, cold and moisture. The normal office environment will provide acceptable lighting, temperature and air conditioning. This is a Department of Houston Public Works Emergency Management position at the Tier III Level.

Minimum Requirements

Educational Requirements: Requires a Bachelor's degree in Psychology, Education, Personnel Management or a related field.

Experience Requirements: One year of experience involving training in field operations and/or the development of curriculum is required. Substitution: Pertinent training experience on a professional level may be substituted for the above educational requirement on a year-for-year basis.

License Requirements: None.

Preferences

• Preference will be given to candidates with experience in water utility billing, contact center, water meter reading, billing workorders, water meter maintenance, proficiency in the INFOR (IPS) system or similar enterprise billing platforms as well as a background in Accounting, Billing and/or Office Collections operations.
• Strong problem-solving skills, creativity, and critical thinking are essential, especially in recognizing when a group or individual needs additional support (e.g., using instructional aids or adjusting approach as needed)
• Exceptional communication skills, both for group presentations and one-on-one interactions, with the ability to engage and work effectively with individuals at all organizational levels.
• Have a valid Texas driver's license and comply with the City of Houston's policy on driving.
• Preference shall be given to eligible veteran applicants provided such persons possess the qualifications necessary for competent discharge of the duties involved in the position applied for, such persons are among the most qualified candidates for the position, and all other factors in accordance with Executive Order 1-6.**

General Information

Selection/Skills Tests Required: None. However, the Department may administer a Skills Assessment Test.

Safety Impact Position: Yes. If yes, this position is subject to random drug testing and if a promotional position, candidate must pass an assignment drug test.

Salary Information: Factors used in determining the salary offered include the candidate's qualifications as well as the pay rates of other employees in this classification. Pay Grade 17.