Customer Experience Training Specialist

sanmanuel; Highland (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

San Manuel is seeking a Customer Experience Training Specialist to lead high-level training and coaching of Service Standards for team members and guests at the resort.

You will design, implement, and continuously develop our Service Excellence and Leadership Immersion Training programs, collaborate with other departments, and ensure training aligns with the Tribe's values. The role requires classroom and on-the-floor coaching across shifts and occasional travel to events.

Qualifications

• Clear verbal and written communication in English.
• Excellent presentation skills.
• Experience in customer service and training is preferred.
• Knowledge of instructional design and delivery is beneficial.

Responsibilities

• Designs, implements, facilitates, and revises training materials for service programs.
• Conducts New Employee Orientation Day 2 and onboarding touchpoints.
• Maintains relevant knowledge across the enterprise and communicates initiatives.
• Maintains and safeguards confidential records and coordinates with departments.
• Performs other duties to support department operations.

Skills

Verbal and written communication

Presentation skills

Bilingual (preferred)

Education

Bachelor's degree

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Designs, implements, facilitates, and revises training material for various service-related programs. Facilitation of learning can take place via classes, workshops, coaching and mentoring. Consults, influences, and collaborates with stakeholders, subject-matter experts, and vendors to design and develop innovative, blended, capability-building training solutions.
• Conducts Day 2 of New Employee Orientation for all resort team members. Facilitates additional touchpoints with guest-facing team members during their onboarding period.
• Maintains working knowledge of basic departmental operations to ensure provided training is relevant across the enterprise. Engage with all levels in the company to communicate organizational development initiatives, training, and opportunities.
• Maintains accurate records of training completion. Communicates with departments regarding outstanding training and any relevant feedback shared during team member touchpoints.
• Maintains and safeguards confidential records and information, uses discretion when processing sensitive information, 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.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

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 indicated above.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

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.

LICENSES, CERTIFICATIONS AND REGISTRATIONS

At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.

No Driving Responsibilities: Role does not require a driver's license or insurance.

PHYSICAL REQUIREMENTS/ WORKING CONDITIONS - ENVIRONMENT

The physical demands and working environment described here are representative of those that an employee encounters and must be met by an employee to successfully perform the essential functions of this job.

Primary work environment is in a climate-controlled office setting.

Work requires travel to attend meetings, trade shows, and conferences.

Incumbents may be required to work evening, weekend and holiday shifts.

Must be able to work in a fast-paced, high-demand environment.

Strength sufficient to exert up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects and/or move up to 40 pounds occasionally.

Sedentary work: involves sitting most of the time. Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.

Physical activities that apply to the essential functions of the position are balancing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting, grasping, talking, hearing, and repetitive motions.

Hearing sufficient to hear conversational levels in person, via videoconference and over the telephone.

Speech sufficient to make oneself heard and understood in person, in front of groups, in meetings, via videoconference and over the telephone.

Visual acuity that meets the requirements of the position: The worker is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading and visual inspection of employees, visitors or facility.

Mobility sufficient to safely move in an office environment, walk, stoop, bend and kneel, and e