Training Specialist

Role overview

The Training Specialist will support Customer Service Operations by building and delivering the training framework for Rhode Island Energy’s Contact Center. The role focuses on ensuring employees are prepared to provide excellent customer service through well-designed learning materials, practical training sessions, and ongoing program improvement.

This position works from Johnston, RI 2907 with a remote setup and limited in-person meetings. The candidate must be based in Rhode Island. The assignment is for 24 months with a possible extension, and the pay rate is $30 per hour on W2.

Key responsibilities

• Design, plan, and run the full Contact Center training curriculum, including instructor-led modules, procedure documentation, job aids, eLearning content, and evaluation tools for both technical and operational topics.
• Deliver classroom-style training, on-the-job coaching, demonstrations, team sessions, and workshops using current and newly created learning resources.
• Work closely with operations and product teams to identify training gaps and adjust learning content as business needs and program requirements change.
• Track and report participation, assessment outcomes, retraining needs, and ideas for improving the training strategy overall.
• Partner with functional leaders and team members to implement training standards and continuously improve learning practices.
• Create assessment methods and evaluation processes that measure training effectiveness and highlight areas for enhancement.
• Stay current with modern training approaches, tools, and learning management systems in order to provide a strong learning experience.
• Develop productive working relationships across teams and external partners to exchange best practices and practical insights.
• Support emergency and storm assignments when the company needs additional help restoring power or responding to customer service issues.
• Be prepared for the role to shift between remote, on-site, or blended work as determined by the company; in-person attendance may be required for face-to-face meetings, vendor training, and team coordination.

Experience and qualifications

• A bachelor’s degree or at least 5 years of progressive training experience is required.
• Utility industry experience is preferred, though not mandatory.
• Proven ability to create and deliver technical and operational training for both classroom and e-learning environments.
• Ability to gather information from multiple stakeholders, translate it into practical training solutions, and produce timely results in a complex operational setting.
• Strong facilitation, organization, and time management skills with the ability to handle multiple programs and stakeholder groups.
• Working knowledge of modern training methods, platforms, tools, and learning management systems, along with proficiency in Microsoft Office and related software.

Preferred knowledge

• Understanding of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general operating practices.
• Familiarity with customer experience systems in a regulated environment.
• Exposure to Rhode Island regulations and policies.

Behavioral competencies

• Ability to understand the needs, reactions, and concerns of diverse internal and external stakeholders.
• Skill in influencing others by tailoring communication to the audience and adapting the approach as needed.
• Strong team orientation, including encouraging participation, clarifying expectations, and supporting root-cause analysis and problem-solving.

Additional details

This is a remote role with limited in-person meetings, but the selected candidate must be located in Rhode Island. The company may change the work arrangement between remote, on-site, or hybrid depending on business needs. In-office presence may be required for collaboration, vendor training, and coordination with teams. The role also includes a special emergency/storm duty assignment when needed to support service restoration and response efforts.

A referral bonus is mentioned for sharing the opportunity with qualified friends or colleagues.