Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Learning Administrator: Cleveland , OH
Job Summary:
The successful candidate will be responsible for organizing and supporting learning events as requested by customers both internal and external. The Learning Administrator job will require use of a defined delivery process and toolset to provide consistent service to customers. Daily interactions providing status of deliverables to customers is key to success in this job. In addition, the individual will be required to proactively manage issues and overall customer/vendor/account team expectations and escalate to management as needed. The ability to listen effectively, resolve issues, problem solve, add value, and facilitate customer interactions will lead to effective customer relationship management and success in this role. Planning and organizing abilities are a must for individuals to work through the numerous tasks.
Suggested Career Path: Learning Administration Manager
Key Responsibilities
-Coordinates end-to-end delivery support.
-Coordinates with training vendors to schedule instructors and materials.
-Coordinates feedback and compiles and distributes results.
-Identifies compliance issues, content and facility needs.
-Coordinates on-site delivery needs of assigned programs.
-Coordinates registration and enrollment process, issues and needs.
-Coordinates cancellation process.
-Communicates via e-mail, voice, and face-to-face with Account Team and sponsor/attendees: progress, problem escalation, issue resolution, budget variance, customer satisfaction or feedback.
-Identifies and schedules resource.
-Adapts ACS processes and standards to customer needs based upon defined scope.
-Identifies, resolves and escalates issues.
-Creates event/session record and monitors registration.
-Recommends cancellation based upon enrollment activity.
-Maintains sponsor/attendees/account team relationship and manages sponsor/attendees/account team expectations.
-Assures service provided is consistent with expectations for the experience/program.
-Takes steps to anticipate issues that will affect the budget, service quality or customer satisfaction.
-Maintains materials version control
-Generates communications to leaders and participants.
-Monitors and approves/reconciles vendor expenses.
-Coordinates with client to ensure vendor invoice payment is complete.
-May be required to work flexible schedule as needed (minimum of 25% overnight travel).
-Customer Satisfaction.
-Issue Resolution – Rapid Cycle Time
Knowledge, Skills, and Abilities
-Bachelor’s degree or 4 years of work experience in lieu of a degree.
-3 or more years of experience in a customer service environment, providing exemplary customer service to individuals and organizations.
-Thorough understanding of customer service concepts.
-Proficient in all Microsoft Office applications and other system applications.
-Thorough knowledge of time management techniques.
-Must be able to facilitate problem solving and conflict resolution with internal and external contacts.
-Must have a proven record of superior customer service behavior.
-Must demonstrate to customers the ability to add value through customer service interactions.
-Must be able to create, implement, and execute against a logistical plan.
-Must have exceptional communication skills.
-Works well in a team environment.
-Ability to make sound decisions.
-Ability to work independently.
-Develops solid relationships with customers and members of other departments.
-Must be very detail oriented.
-Must be able to determine the appropriate communication channel to effectively distribute information and to resolve problems.
-Ability to work flexible hours, based on business need.
All other duties as assigned.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 .
