Customer Experience Training Specialist

Yaamava Resort & Casino at San Manuel; Highland (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

Yaamava Resort & Casino at San Manuel is seeking a Customer Experience Training Specialist to elevate service standards and lead the development of the Service Excellence and Leadership Immersion Training programs. You will design, implement, and refine training materials and coach staff to align with tribal values.

Work closely with CX and other departments to ensure consistent execution, maintain training records, and support onboarding while adapting content for a fast-paced casino

Qualifications

• Bachelor’s degree required; minimum two years in customer service
• Training experience preferred; related experience may be considered in lieu of education

Responsibilities

• Designs, implements, revises, and updates training material for service programs
• Conducts new employee orientation and onboarding touchpoints
• Maintains knowledge of operations to ensure training is relevant enterprise-wide
• Keeps training records and communicates feedback to departments
• Safeguards confidential information and liaises with departments
• Performs other duties to support CX operations

Skills

Customer service

Training

Coaching

Communication

Blended learning

Education

Bachelor's degree

Training experience

Tools

MS Office

PowerPoint

Excel

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

1. 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.
2. Conducts Day 2 of New Employee Orientation for all resort team members. Facilitates additional touchpoints with guest-facing team members during their onboarding period.
3. 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.
4. Maintains accurate records of training completion. Communicates with departments regarding outstanding training and any relevant feedback shared during team member touchpoints.
5. 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.
6. 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 enter, exit and operate a motor vehicle in the course of travel to promotional events, meetings, conferences, trade shows and San Manuel properties. Endurance sufficient to sit, walk and stand for extended periods, and maintain efficiency throughout the entire work shift and during extended work hours. The employee may be exposed to fumes or airborne particles including secondhand smoke. Reasonable accommodation will be made in compliance with all applicable law.

As one of the largest private employers in the Inland Empire, San Manuel deeply cares about the future, growth and well-being of its employees.

Join our team today! San Manuel is one of the largest employers in California’s Inland Empire. Managing one of the world’s busiest casinos, our many restaurants, and a fully functioning tribal government means we can offer an incredibly wide range of professional and support positions. Each is an opportunity to learn, grow and contribute to a better future for all of us. Your commitment to San Manuel is matched by our commitment to you. We offer a Total Rewards package of monetary, benefits and development rewards to individuals who meet and exceed specific goals. These programs support our pay-for-performance philosophy.