Part-Time Customer Service Training Instructor (Non-Credit Instructor)

POSITION: Part-Time Customer Service Training Instructor (Non-Credit Instructor): SNAP Path to Work Program, Center for Adult Education; Lawrence Campus (45 Franklin Street); up to 12 hours/week.

SUMMARY: The Center for Adult Education is seeking a dedicated Customer Service Training Instructor to teach adult learners in a hybrid instructional environment. Classes meet online once per week and in person once per week on the Lawrence campus. Instruction utilizes curriculum that focuses on customer service fundamentals, workplace communication, professionalism, conflict resolution, teamwork, and career readiness. The ideal candidate is passionate about preparing adult learners for employment and is committed to creating an inclusive, supportive, and engaging learning environment that promotes student success. Non-Credit Instructors are hired on an as-needed basis, with classes scheduled during evening hours.

SCHEDULE: Up to 12 hours per week; hybrid evening instruction (online and in person).

RESPONSIBILITIES:

The responsibilities include, but are not limited to the following:

• Develop and deliver engaging, rigorous, workforce-focused customer service lessons tailored to adult learners' skill levels and needs.
• Use department-approved instructional materials, such as the Ed2Go curriculum and Brightspace, to support teaching and learning.
• Implement a variety of instructional strategies and methodologies to support student engagement and achievement.
• Foster a positive and inclusive classroom environment that encourages active participation, professional growth, and student success.
• Assess students' knowledge and workplace readiness using formal and informal methods, use assessment data to guide instructional decisions, and provide timely, constructive feedback to support student progress.
• Prepare and submit unit and lesson plans aligned with course objectives and workforce competencies.
• Participate in classroom observations, welcome constructive feedback, and demonstrate a willingness to refine instructional practices to improve student success.
• Support program operations by administering standardized assessments as needed.
• Monitor and report on student participation and attendance, follow up on absences, and track student progress.
• Teach topics including communication skills, professionalism, conflict resolution, teamwork, workplace expectations, and customer engagement.
• Support students in developing employability and career-readiness skills, including effective workplace communication, professionalism, teamwork, problem-solving, and customer service competencies.
• Maintain confidential, accurate, and complete student records in accordance with funder and institutional requirements.
• Submit attendance, promotion recommendations, and required data and reports in a timely manner.
• Collaborate with program advisors, assistant directors, and other staff to develop individualized student support plans that promote retention and successful outcomes.
• Proactively engage in professional development opportunities to strengthen instructional practice and remain current with workforce and adult education best practices.
• Use data to differentiate instruction, monitor student attendance and progress, and support students in developing employability skills and achieving career goals.
• Ensure student participation in course evaluations, surveys, and other program-improvement activities.
• Participate in meetings, professional development, and Common Planning Time.
• Maintain regular communication with Center for Adult Education staff.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by date of hire.

• Bachelor's degree in Education, Business, Communications, Human Services, or a related field, or an equivalent combination of education, training, and experience.
• Experience teaching, training, or facilitating learning for adult learners in workforce development, customer service, adult education, or a related setting.
• Demonstrated knowledge of customer service principles, workplace communication, and professional skills.
• Strong interpersonal, written, and verbal communication skills.
• Ability to engage diverse adult learners using interactive and learner-centered instructional strategies.
• Proficiency using learning management systems, online instructional platforms, and classroom technology.

PREFERRED QUALIFICATIONS:

• Master's degree
• Experience teaching in adult education, workforce development, or community college settings.
• Experience working with multilingual learners and students from diverse cultural backgrounds.
• Bilingual (Spanish/English)
• Experience teaching hybrid or online courses.
• Familiarity with workforce development, career pathways, or employment readiness programs.

EQUIVALENCY STATEMENT: Applicants who do not meet the qualifications as noted above are encouraged to put in writing precisely how their background and experience has prepared them with the equivalent combination of education, training, and experience required for the responsibilities of this position.

CONDITIONS OF EMPLOYMENT:

• All candidates must have legal authorization to work in the United States. Northern Essex Community College does not provide employment-based visa sponsorship.
• Employment is contingent upon the successful completion and review of a background check which will include CORI (Criminal Offender Record Information) and SORI (Sex Offender Registry Information).

SALARY: $45/hour, Non-benefited position.

ANTICIPATED START DATE: ASAP