Job description

Under the direction of the Customer Experience Supervisor, the Customer Experience Training Specialist is responsible for providing high-level training and development of San Manuel service standards and health and safety standards in order to elevate service to a best-in-class experience for team members and guests. The Customer Experience Training Specialist is responsible for assisting in the continuous development and training of the Service Excellence Standards for the enterprise, and assists in managing all systems that measure service performance scores. The incumbent of this role trains and supports all department trainers in regards to Service Excellence as well as health and safety training, and any other service related training. In addition, they support the Customer Experience Department by performing departmental administrative duties, 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. Assists in the development and training of Service Excellence Standards for entire enterprise including design, implementation, facilitation and revision.

2. Assists in supporting other department trainers in facilitating the Service Excellence, health and safety, and any other service related training.

3. Maintains accurate records of training completion and communicates with departments regarding outstanding training.

4. 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.

5. Communicates feedback from other departments to adapt and evolve current and future trainings.

6. Performs other duties as assigned to support the efficient operation of the department

Education/Experience/Qualifications

• High school diploma or GED required. Bachelor’s degree from an accredited college or university preferred.
• Minimum of 1 year of experience in customer service industry.
• Training experience is preferred.
• Equivalent combination of education and progressive, relevant and direct experience may be considered in lieu of educational requirement.
• Must have the ability to communicate verbally across all levels of the organization.
• Must have good presentation skills.
• Must have excellent writing skills and strong computers skills covering Microsoft Office applications as well as all compliance applications.
• Experience with development, assessment or review of quality assurance policies, procedures, processes and internal controls required.
• Knowledge of the development, assessment or instructional delivery of quality assurance training.

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 enterprise’s insurance carrier.

San Manuel Band of Mission Indians and San Manuel Casino will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990.

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!

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• In-person

Education:

• Bachelor's (Preferred)

Experience:

• customer service: 1 year (Required)
• training: 1 year (Preferred)

Work Location: In person

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