New

Instructor, Customer Contact

National Grid
$66,000 - $78,000
United States, New York, Syracuse
Feb 13, 2026
About us National Grid is hiring an instructor for our customer contact department in Syracuse, NY. Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating, and our expertise and track record put us in an unparalleled position to shape the sustainable future of our industry. To be successful, we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow ourselves and our business. Job Purpose To design, deliver, and continuously improve training that strengthens employees' skills and supports exceptional customer service. This role cultivates a customer-centric culture by equipping employees with effective tools, techniques, and knowledge aligned with organizational goals. It includes maintaining up to date training materials, facilitating classes, developing compliance-focused E-learning modules, and conducting train-the-trainer sessions. As a subject matter expert in customer service best practices, the role ensures training remains relevant by monitoring industry trends and emerging technologies, ultimately driving service excellence across the organization. Key Accountabilities Assist in project coordination, contributing/participating in project planning, ensuring deadlines are met, and materials are delivered as planned. Facilitate training sessions and workshops, monitor learner progress, and identify areas for improvement. Collaborate with team leaders to align training with organizational goals and stay updated on industry trends. Evaluate training effectiveness, maintain accurate records, and recommend improvements. Demonstrate professional demeanor, confidence dealing with all levels of management/union personnel and the ability to work with sensitive and confidential information. Create, revise, and maintain e-learnings using Articulate Rise, or similar software, and support project teams in developing compliant based e-learnings. Assist in creating storyboards and scripts for e-learning and training sessions for various training formats. Coach and mentor employees to ensure thorough understanding and adherence to company processes and procedures, fostering a culture of continuous improvement. Qualifications Excellent follow-up, time management, organization, and interpersonal skills; strong editing, written, and oral communication skills. Ability to coordinate multiple projects simultaneously Proactive technical troubleshooting and problem-solving skills. Preferred Associate or bachelor's degree in a relevant field or 2+ years of teaching/training experience may be considered in lieu of a degree. Technical skills: Microsoft Office, e-learning software (Articulate 360), SharePoint, CSS, and Salesforce preferred. More Information Salary: $66,000 - $78,000 This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position, gaining experience and expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience. National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities, and protected veterans to join the National Grid team. #LI-AT2