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.