SAN MANUEL INDIAN BINGO & CASINO - Highland, CA

posted 3 days ago

Full-time - Mid Level
Highland, CA
Executive, Legislative, and Other General Government Support

About the position

Under the direction of the Customer Experience Manager, the Customer Experience Training Specialist (CX Training Experience Specialist) is responsible for high-level training and coaching of Yaamava' Service Standards in an effort to elevate service to a best-in-class experience for team members and guests. The CX Training Specialist is responsible for creating, implementing, facilitating, revising, and continuously developing our Service Excellence program, Leadership Immersion Training program, and any other service-related training. The incumbent will work closely with other departments and divisions of the CX department to ensure alignment in service expectations and execution. In addition, they will support the Customer Experience department by interacting with internal and external customers and providing consistent and timely information to leadership and other key stakeholders while championing the goals and priorities of the Tribe in a manner that reflects and upholds the Tribal Community's vision, mission, and values.

Responsibilities

  • Designs, implements, facilitates, and revises training material for various service-related programs.
  • Conducts Day 2 of New Employee Orientation for all resort team members.
  • Maintains working knowledge of basic departmental operations to ensure provided training is relevant across the enterprise.
  • Maintains accurate records of training completion and communicates with departments regarding outstanding training.
  • Safeguards confidential records and serves as a liaison with departments on behalf of Customer Experience.
  • Performs other duties as assigned to support the efficient operation of the department.

Requirements

  • Associates Degree required; Bachelor's degree preferred.
  • Minimum of four (4) years of experience in the customer service industry required.
  • Training experience is preferred.
  • Must be able to clearly communicate both verbally and in writing in English; bi-lingual preferred.
  • Must have excellent presentation skills.
  • Intermediate proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required.
  • Knowledge of the development, assessment or instructional delivery of quality assurance training preferred.

Nice-to-haves

  • Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements indicated above.

Benefits

  • Reasonable accommodations in compliance with applicable law.
  • Opportunities for growth and well-being of employees.
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