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Specialist, Training & Development

Date: Jun 9, 2025

Location:

Birmingham, AL, US, 35203

Company: Spire Inc.

Summary

Spire Customer Experience Department is seeking a Specialist Training and Development to work in our Birmingham, Alabama. This position will lead and facilitate all new-hire and refresher training classes for Spire Customer Experience and third-party representatives.

Company Overview

At Spire, we believe energy exists to help people. To enrich their lives, grow their businesses, advance their communities. It’s a simple idea, but one that’s at the heart of everything we do. We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of drive, safety, inclusion and integrity, and demonstrate our four essential behaviors that bring the Spire vision, mission and culture to life:

+ We make it happen: We are a company of go-getters, acting on every opportunity to help our company advance.

+ We collaborate: We put teamwork first, bringing in everyone’s ideas, because our collective energy makes us stronger.

+ We seek out perspective: We challenge ourselves to be open to different ways of doing things, because learning from each other leads to breakthroughs.

+ We care: We treat people how we want to be treated, listening closely and doing what’s right, even when it’s hard.

By living our values and behaviors every day, we strive to create an environment where every employee feels welcome, respected and valued.

Duties and Responsibilities

+ Acts as a leader and ambassador of the Spire brand. Creates a professional and positive learning environment that embodies Spire’s mission and core values. Provides guidance and coaching to new representatives.

+ Develops and maintains training materials, process documents and job aids on company shared sites. Incorporates identified trends with learning opportunities and competencies.

+ Participates in training curriculum development for new representatives and designated Customer Experience employee training programs.

+ Provides weekly reporting to Customer Experience management related to training class progress. Evaluates trainee performance and provides feedback and recommendations to Customer Experience and third-party management regarding trainee certification.

+ Develops and maintains online learning classes utilizing Spire’s Learning Management System and interfacing applications. Researches and implements best practices related to adult learning techniques. Creates exercises, activities and assessments that reinforce learning and retention.

Essential Characteristics and Competencies

+ Monitors and evaluates calls taken by Spire Customer Experience and third-party customer contact employees, as needed. Ensures calls meet quality standards in Connect to People, Get the Job Done and Leave a Memory.

+ Coordinates with Customer Experience Managers, Coaches and third-party supervisors to ensure quality targets are achieved.

+ Monitors customer touchpoints from cross-functional departments including Meter to Cash processes, email responses, voice of the customer, Hallmark program, Learning Opportunities, Spire Marketing, Dispatch, and other areas, as assigned.

+ Coordinates with QA Monitoring team to develop improvements to training curriculum and facilitation methods. Develops and implements solutions to improve customer service and quality scores.

+ Participates in changes to quality program. Assists QA Monitoring team with development of materials related to quality.

+ Researches best practices and develops new and efficient methods for monitoring customer interactions.

Supervisory Responsibilities

N/A

Required Education (certifications, licenses)

+ High School Diploma or GED equivalent, required.

+ Bachelor's degree in business or communications related discipline is preferred.

+ Facilitator certification with one of the leading Customer Service Skills Companies is preferred.

Required knowledge, skill and abilities

+ A minimum of three to five years of experience in customer service, training or communications is required.

+ Knowledge of utility industry or Spire company policies pertaining to customer service, installation, construction, billing, meter reading and collections is preferred.

+ Working knowledge of ADDIE model preferred.

Physical demands, environment and schedule

+ Normal Work Environment - Work is normally performed in a shared office environment.

+ Requires frequent phone calls and interruption both during and after working hours.

+ Occasionally requires over time and work during nonstandard business hours.

+ Travel required 50% of the time.

Posting Requirements

Spire accepts online applications through our career site at jobs.spireenergy.com.

Posting requirements: The above posting description is intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. To perform this job successfully, an individual must be able to perform each duty and responsibility satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Spire, Inc., and its subsidiaries are Affirmative Action and Equal Employment Opportunity Employer.

We are committed to providing equal employment opportunity in all areas, including but not necessarily limited to, recruitment, selection, training, education, compensation, benefits, promotion, job transfer, upgrading, separation and recall regardless of the individual’s race, color, sex, age, religion, national origin, genetics, sexual orientation, gender identity, disability, veteran status, and/or other protected categories under all Federal, State, and local laws. For more information, please view our Integrity and Inclusion pages of our career site.

Job Req ID: 11042

Job Location: Birmingham Job Segment: Quality Assurance, Technology

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