Training Specialist, Customer Experience

Customer Experience Training Specialist

Under the direction of the Manager, Customer Experience, the Customer Experience Training 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.

Educational, 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)

Required Licenses, Certifications And Registrations

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.

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!