Job Description

Diversified Services Network, Inc. (DSN) is seeking a full-time Instructional Designer to join our team in Peoria, IL! We offer full benefits, PTO, 401k, and more! If you're looking to grow your technical career within an extremely reputable, stable Fortune 500 company - let's talk!

JOB RESPONSIBILITIES:

• Lead the development and implementation of services provided by the Customer Care/Cat Connect organization in support of the clients’ strategic initiatives.
• Provide leadership to senior business leaders on overall Customer Care strategy development and implementation of client requirements.
• Identify client needs and suggest appropriate products/services.
• Develop a growth strategy focused on Customer Care that advocates the company’s key offerings and predicts clients’ objectives.
• Assist with developing and delivering training modules, courses and programs.
• Ensure that courses and materials are relevant to the organization's customer service processes.
• Assist with gathering customer service performance data to measure success of the training programs.
• Monitor ROIs and take appropriate measures to improve training effectiveness.
• Review and maintain training materials to ensure compliance with organizational policies and procedures.

EDUCATION & EXPERIENCE REQUIRED:

• Bachelor’s degree in instructional design or related field with 2-4 years’ experience.
• 2+ years’ work experience required regardless of education level.
• Instructional Design Certificate with 4+ years’ work experience.

REQUIRED SKILLS:

• Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
• Ability to apply accounting and mathematical principles to work as needed.
• Ability to analyze business trends and project future revenues and expenses.
• Previous experience with computer applications, such as Microsoft Word and Excel.
• Previous experience demonstrated in instructional design.
• Familiarity with ADDIE models.
• Familiarity with adult learning principles.

DESIRED SKILLS:

• Familiarity with dominKnow ONE suite of authoring tools.
• Experience with Questionmark online assessment platform.
• Familiarity with processes and products.
• Proficiency with conducting DACUM events.

SOFT SKILLS REQUIRED:

• Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
• Ability to work independently and manage one’s time.
• Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
• Knowledge of customer service concepts and techniques.
• Ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
• Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external.
• Ability to apply consulting knowledge appropriately.
• Knowledge of the decision-making process and associated tools and techniques.
• Ability to accurately analyze situations and reach productive decisions based on informed judgment.
• Understanding effective communication concepts, tools and techniques.
• Ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems.
• Ability to apply knowledge of problem solving appropriately to diverse situations.
• Knowledge of relationship management techniques.
• Ability to establish and maintain healthy working relationships with clients, vendors, and peers.
• Knowledge of training processes and procedures.
• Ability to implement training related tasks and programs to ensure smooth daily and strategic training operations.

Benefits:

• 401(k)
• Dental insurance
• Vision Insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Paid Holidays

Please follow the link to our website for a list of job openings in Engineering, IT, Project Management, and more!

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