Xerox Course Administrator in Branchburg, New Jersey
Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
The Course Administrator will provide learning administrative and service support to clients including oversight and implementation of courses and curriculum as assigned. The Course Administrator will be responsible for organizing and supporting learning events as requested by external customers. The Course Administrator job will require the use of a defined delivery process and toolset to provide consistent service to the customer. Extensive collaboration and 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/account team expectations and escalate to management as needed. The Course Administrator will be required to team with both the customer and others to coordinate high quality events and Instructor Led Training. 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 associated with successfully delivering learning events.
Coordinates training delivery support for multiple events/instructor led sessions per month. This includes instructor scheduling, materials production and shipping, classroom setups.
Identifies facility needs for events/sessions.
Coordinates on-site delivery needs.
Coordinates training room scheduling, registration and enrollment process, issues and needs.
Coordinates cancellation process.
Communicates via e-mail, voice and face-to-face with clients and Delivery Support Team and events/sessions sponsor/attendees: progress, problem escalation, issue resolution, customer satisfaction or feedback.
Identifies and schedules resources needed to deliver the program.
Adapts Xerox processes and standards to customer needs based upon defined event/session scope.
Identifies, resolves and escalates event/session delivery issues.
Recommends to event/session sponsor event/session cancellation based upon enrollment activity.
Maintains sponsor/attendees/account team relationship and manages sponsor/attendees/account team expectations as it pertains to the event/session.
Assures service provided for the event/session is consistent with expectations for the experience/program.
Takes steps to anticipate issues that will affect the budget, service quality or customer satisfaction.
Maintains event/session content and materials version control.
Generates communications to leaders and participants at the event/session level.
Support vendor relationships to ensure effective delivery of services.
Performs transactions in the Learning Request Workflow (LRW) and Learning Management System (LMS) including setup of sessions, report creation, learning history processing, and more.
Learning Management System experience with SuccessFactors Plateau preferred.
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.
/ Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to firstname.lastname@example.org. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.
Title: Course Administrator
Location: New Jersey-Branchburg
Requisition ID: 16027490
Virtual/work from home? No