At SMS Assist, we know what a critical role professional development plays in the success of our Employees, Affiliates and Clients.  We believe in investing in our talent and are committed to providing best in class training programs through our on-site university.  Our SMS University Team is looking for a dynamic and talented Customer Service Instructional Designer to help support our growing business.

Roles & Responsibilities of the Customer Service Instructional Designer:

• Assist in developing and updating SMS Assist Training programs/resources
• Design, standardize and evaluate training curriculum and course/program objectives in a measurable way
• Provide continual revisions and updates to existing training content and materials
• Develop and maintain assessments and instructional aids for content review
• Develop, enhance, and/or evaluate new or existing learning objectives and course content
• Utilize Learn Core to deliver and track training content in partnership with the Facilitation coordinators
• Estimate/develop schedules for assigned tasks and projects
• Confirm project requirements by reviewing program objectives, input data and output requirements with Facilitation coordinators
• Develop post-training tools that validate effectiveness of training material and support operational metrics
• Participate in continuous improvement events to create and improve training programs and materials
• Independently manage time and tasks related to multiple projects
• Partner with departmental team leads to determine what new initiatives, processes etc. and/or materials should be introduced for success of both our Clients, Affiliates and internal team members on an individual basis.
• Partner with Marketing to develop innovative and effective training tools, methods and training communications
• Partner with Marketing to revamp training material
• Create course content, training materials, visual aids and documentation to support a variety of instructional formats such as field training, computer-based training (CBT), and/or web-based training (WBT)
• Manage and maintain all SMS Hub content including but not limited to individual Client, Affiliate and employee folders, training documents, videos, etc. in partnership with Implementation
• Manage and maintain all SMS Hub Support page’s requests for new resources
• Conduct webinar/live training (as needed)
• Conduct ‘train the trainer’ webinar/live training (as needed) to enable our partners to conduct necessary training within their organizations
• Some travel may be required for new technology in-person training

 Qualifications and Education Requirements of the Customer Service Instructional Designer:

• Bachelor’s degree
• Ability to conceptualize new training material/ideas
• Write effective copy, instructional text, and audio scripts/video scripts required
• Excellent written and verbal communication skills

Preferred Skills of the Customer Service Instructional Designer:

• 2-4 years training/facilitation experience preferred
• Experience with instructional/ content is a plus
• Confidence and ability to communicate effectively to small and large groups
• Independent and self-driven
• Ability to communicate to all levels of an organization and people across all parts of the country
• Knowledge and understanding of adult learning principles and training techniques is a plus+
• Organization/Multitasking
• Excellent skills with Microsoft Office, Adobe InDesign, Adobe Illustrator, Camtasia preferred

SMS Assist is an Equal Opportunity Employer (EOE) that welcomes and encourages all applicants to apply regardless of age, race, color, religion, sex, sexual orientation, gender identify and/or expression, national origin, disability, veteran status, marital or parental status, ancestry, citizenship status, pregnancy or other reasons prohibited by law.