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SCC is Hiring!

TITLE: Customer Service Program Instructor

Position Overview:

The NewBiz Skill Building Program is a Customer Service Training for those who are currently working in a small business in Somerville. We are offering this program to all Somerville residents who were born outside the US and have a desire to increase their customer service skills. Preference will be given to lower-income individuals. The program’s goal is for participants to become more confident in their knowledge and skills interaction with customers in person and/or virtually. Adequate proficiency in English is required for students to participate in this cohort, but it does not need to be their first language.

We are seeking a dynamic and passionate individual to fill the role of Instructor for our NewBiz Skill Building Program, specifically focusing on a cohort of English-speaking participants. The successful candidate will play a key role in delivering a comprehensive curriculum designed to give individuals the skills and confidence needed to take the next steps in their customer service career.

Key Responsibilities:

1. Curriculum Delivery:

· Attend pre-cohort training with Curriculum Developer (up to 15 hours)
· Lead a cohort of English-speaking individuals through a 10-week, 25-hour training program (2.5 hours/week).
· Preparation for class instruction (up to 5 hours/week).
· Post Class Feedback to the Curriculum Developer (up to 1 hour/week)
· Assist in curriculum designed creation for small business staff, emphasizing the development of customer foundational skills and confidence needed to assist, retain and grow customer base.
· Deliver modules on Customer Communication, Making a Lasting Impression, Active Listening Skills, and more.
· Integrate ESOL (English for Speakers of Other Languages) sessions into the curriculum to equip participants with basic English vocabulary relevant to their entrepreneurial goals.
· Encourage a welcoming environment to foster open dialogue regarding previous and current customer situations and challenges.

2. Collaboration:

· Work closely with the SCC program manager to provide comprehensive support to the cohort.
· Collaborate with the Curriculum Developer and the Program Management team to assess and enhance the curriculum based on participant feedback and program goals.
· Report attendance, curriculum/program feedback, and participant feedback to the program management team.

Class Times / Locations:

Cohort 1: Thursdays from Feb. 1, 2024 – Apr. 4, 2024 form 2:00 pm – 4:30 pm
Cohort 2: Tuesdays from April 23, 2024 to June 25, 2024 from 2:00 pm – 4:30 pm
Cohort 3: Thursdays from July 18, 2024 to September 19, 2024 from 2:00 pm – 4:30 pm

Classes to be held at Somerville Community Corporation (337 Somerville Ave. 2nd Floor, Somerville, MA 02143) and at Connexion, 149 Broadway, Somerville, MA (Cohort 2 only)

Qualifications:

· Fluency in English is required.
· Experience in the customer experience and retail / sales highly desirable, business development, or related fields.
· Previous experience in adult education or training programs is highly desirable.
· Proficiency in technological tools such as Google Suite, Zoom and Microsoft Office
· Familiarity with ESOL methodologies and the ability to incorporate language learning into the curriculum is highly desirable.
· Experience working with diverse communities required
· Excellent verbal and written communication skills
· Commitment to Social, Racial, Equity and Language Justice

Note: Successful candidates who are bilingual (Spanish/English or Portuguese/English) may have the opportunity to teach additional cohorts beginning in April 2024.

Compensation: This is a part-time, 10-week, temporary position at $25/hour depending on experience and credentials as follows:

· Pre-cohort training with Curriculum Developer (up to 15 hours total)
· Lead an in-person cohort of English-speaking individuals through a 10-week, 25-hour training program (2.5 hours/week) (25 hours total).
· Preparation for class instruction (up to 5 hours/week) (50 hours total).
· Post Class Feedback to the Curriculum Developer (up to 1 hour/week) (10 hours total).

Total Hours: Up to 100 hours over 10 weeks.
Job Types: Contract, Temporary
Pay: $25.00 per hour
Expected hours: 5 – 10 per week
Schedule: Day shift
Work Location: In person

Please send resume and cover letter to Renee at rtaylor@somervillecdc.org

SCC is an Equal Opportunity Employer.

Learn the story of SCC - watch the mini documentary:

Members of the community in Somerville, MA come together for an illuminated walk to bring attention to gentrification and housing affordability in East Somerville. Produced in collaboration with the Somerville Community Corporation and Mister Francis. Written, directed, and edited by Andrew Eldridge. Produced by Elizabeth Eldridge, Andrew Eldridge.

For tenants of the 100 Homes program, if you are in need of an urgent repair please call 1-617-410-9915. For life-threatening or other emergencies please call 911.

Somerville sits on the original homelands of the Massachusett, Wampanoag, Naumkeag, and Nipmuc tribal nations. We acknowledge the painful history of genocide and forced removal from this territory, and we honor and respect the many diverse Indigenous peoples still connected to this land on which we live and work.

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