Customer Experience Training Specialist

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.

Essential Duties & 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/Qualifications

• Associates Degree required.
• Bachelor’s degree preferred.
• Minimum of four (4) 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.
• 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.

Certificates/Licenses/Registrations

• At the discretion of the San Manuel Tribal Gaming Commission, you may be required to obtain and maintain a gaming license.
• A qualified candidate/employee must have a valid driver’s license with an acceptable driving record as determined by the company’s insurance carrier.

San Manuel will make reasonable accommodations in compliance with 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!