Training Specialist, Customer Experience

SAN MANUEL INDIAN BINGO & CASINO • Highland, CA

70d

About The Position

Under the direction of the Manager, Customer Experience, 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. Creates, implements, facilitates, revises, and continuously develops our Service Excellence program, Leadership Immersion Training program, and any other service-related training. Works closely with other departments and divisions of the CX department to ensure alignment in service expectations and execution. Supports 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.

Requirements

• Bachelor's degree required.
• Minimum of two (2) years of experience in the customer service industry required.
• Training experience is preferred.
• Related, relevant, and/or direct experience may be considered in lieu of minimum educational requirements.

Nice To Haves

• Bi-lingual preferred.
• Knowledge of the development, assessment or instructional delivery of quality assurance training preferred.

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.
• Maintains and safeguards confidential records and information.
• Performs other duties as assigned to support the efficient operation of the department.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Bachelor's degree