Service Excellence Trainer & CX Onboarding Coach

Yaamava' Resort & Casino at San Manuel; Highland (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Yaamava’ Resort & Casino at San Manuel seeks a Customer Experience Training Specialist to lead and elevate service by designing, implementing, and refining our Service Excellence and Leadership Immersion Training programs. The role requires a Bachelor’s degree, at least two years in customer service, and strong presentation and English communication skills.

Occasional travel and evening/weekend shifts may apply.

Qualifications

• Bachelor’s degree required.
• Minimum of two years of experience in the customer service industry.
• Training experience is preferred.

Responsibilities

• Designs, implements, facilitates, and revises training material for service programs. Uses classes, workshops, coaching and mentoring to deliver training.
• Conducts Day 2 of New Employee Orientation for all resort team members and supports onboarding touchpoints.
• Maintains working knowledge of departmental operations to keep training relevant across the enterprise and communicates initiatives to staff.
• Maintains accurate records of training completion and coordinates with departments on outstanding training and feedback.
• Protects confidential information and serves as liaison between Customer Experience and other departments.

Skills

Verbal & written communication

Presentation skills

Bilingual preferred

Education

Bachelor’s degree

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

Yaamava’ Resort & Casino at San Manuel seeks a Customer Experience Training Specialist to lead and elevate service by designing, implementing, and refining our Service Excellence and Leadership Immersion Training programs. The role requires a Bachelor’s degree, at least two years in customer service, and strong presentation and English communication skills.

Occasional travel and evening/weekend shifts may apply.