Trainer - Contact Center Team

Who We Are

Oncourse Home Solutions, also operated as American Water Resources, is a trusted home protection provider helping homeowners across the country protect what matters most. We are a $500 million organization backed by private equity firm Genstar Capital, serving 2 million customers across 48 states. We partner with 25+ utilities and municipalities (and growing!) to provide customized solutions tailored to any community - delivering real value where people live. We help homeowners protect the essential systems that keep their homes running - from HVAC, appliances, and electrical to water, sewer, gas lines, and more - so they can avoid the stress and financial impact of unexpected repairs. Our work helps homeowners stay safe, comfortable, and confident in their homes every day.

At Oncourse, our people are what makes that possible. We call ourselves SUPERs - Successful, United, Progressive, Empathetic, and Reliable - because that’s how we show up for our customers and for each other. We invest in our employees through competitive benefits, an inclusive culture, and employee-led resource groups that strengthen connection, community, and belonging across the company.

As an equal opportunity employer, our employment decisions are based on business needs, job requirements and individual qualifications without regard to race, color, religion, age, sex (including pregnancy), sexual orientation, gender identity, national origin, ancestry, marital status, parental status, mental or physical disability, military or veteran status, or any other basis protected by federal, state, or local law. Oncourse Home Solutions is committed to recruiting and retaining talented applicants and to providing all employees with a workplace free from discrimination and/or harassment.

Position Summary

The Trainer partners with the Training Manager, Instructional Designers, and business leaders to deliver effective training aligned with the organization’s training strategy and business needs. Key areas of focus include employee development, corporate culture, new-hire onboarding, skill enhancement, and system and technical training. The Trainer models Oncourse Home Solutions’ vision, values, and mission and uses adult learning and facilitation skills to deliver engaging training.

This role is based at our Naperville, Illinois, office. Our office environment is an important part of our company culture and employee experience. The role follows a regular hybrid schedule, with an expectation of working in the office Tuesday through Thursday and remotely Monday and Friday.

Responsibilities include, but are not limited to:

• Apply adult learning principles and facilitate engaging training sessions in a variety of formats, including instructor-led, video, and computer- or web-based training.
• Learn and deliver course content confidently while maintaining a learner-focused approach.
• Conduct pilot sessions and provide feedback to support continuous improvement of training programs.
• Facilitate train-the-trainer workshops and cross-train colleagues in areas of expertise.
• Lead classes effectively by managing behavior and holding trainees and new hires accountable.
• Manage classroom dynamics to create a positive and productive learning environment.
• Collaborate with the Training Manager and Instructional Designers to align training with leadership and employee development and corporate culture strategies.
• Provide ongoing post-training support to help learners apply their training effectively on the job.
• Perform other duties as assigned by the Training Manager or leadership.

We’re Excited if This Is You!

Experience and Qualifications

• 3 to 5 years of relevant training experience.
• Strong presentation skills and proficiency with training delivery platforms.
• Excellent facilitation skills and the ability to manage group dynamics.
• Strong leadership and classroom management skills, with a proven ability to coach, motivate, and develop learners. Recognizes and rewards strong performance and addresses performance issues promptly.
• Ability to think on your feet and create relevant business examples to illustrate key training points.
• Ability to provide constructive feedback.
• Ability to meet tight deadlines in a fast-paced environment.
• Flexibility to adapt to changing business needs, including delivering training in person and virtually.
• Ability to work effectively in a team-based environment.
• Self-starter with a proactive approach.

Education:

• Bachelor's degree in business, Education, Organizational Development or equivalent experience

Computer Skills:

• Intermediate proficiency in Microsoft Office Suite.

Compensation and Benefits:

We offer a compelling total rewards package that includes a competitive base salary and comprehensive benefits to support your total wellbeing. The base pay range for this position is $55,000 - $85,000 Annual. The specific pay offered will depend on qualifications, experience, education and skill set. The compensation offered may also include an annual performance-based bonus, sales incentive plan or commission target.

Our benefits include, but are not limited to, healthcare, life insurance, paid time off, retirement, commuter benefits, and education reimbursement. Exact compensation may vary based on skills, experience, and location.

Join our SUPER Team and Enjoy Amazing Benefits!

• Competitive Compensation: We value your hard work and are proud of our competitive pay for performance philosophy.
• Comprehensive Health Coverage: Medical, dental, and vision insurance options, plus paid short-term and long-term disability coverage.
• 401(k) Plan with 4% Company Match: Secure your future with our robust retirement plan.
• Generous Paid Time Off: Take the time you need to recharge and relax.
• Education Assistance Program: Invest in your growth and development with our support.
• FSA/HSA Options: Flexible spending and health savings accounts to manage your transportation and dependent care expenses.
• Employee Wellness: Access to EAP, health, legal, and financial resources to support your overall well-being.
• Vibrant Company Culture: Monthly Townhalls, employee recognition programs, and Employee Business Resource Groups (EBRGs) to keep you engaged and connected.

Competencies:

Communicate Effectively: Is able to clearly and succinctly communicate verbally and in writing in a variety of settings and styles; can get messages across that have the desired effect.

Presentation Skills: Is effective in a variety of formal presentation settings: one-on-one, small and large groups, with peers, direct reports, and bosses; is effective both inside and outside the organization, on both cool data and controversial topics; commands attention and can manage group process during the presentation; can change tactics midstream when something isn't working.

Motivating Others: Creates a climate in which people want to do their best; can motivate many kinds of direct reports and team or project members; can assess each person's hot button and use it to get the best out of him/her; pushes tasks and decisions down; empowers others; invites input from each person and shares ownership and visibility; makes each individual feel his/her work is important; is someone people like working for and with.

Compassion: Genuinely cares about people; is concerned about their work and nonwork problems; is available and ready to help; is sympathetic to the plight of others not as fortunate; demonstrates real empathy with the joys and pains of others.

Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.