Call Center- Service Training Specialist- F/T

Job Description Summary

The Service Through Quality (STQ) Specialist oversees service, operational, and training standards within the department. Working with department management, they perform duties to improve the department’s customer service, productivity, and/or quality areas, in an effort to ensure that the department meets their aligned organizational goals.  Activities may include training, quality management, customer service, and administration.

Essential Duties and Responsibilities (other duties may be assigned)

• Working with department leadership, review department processes for opportunities of continued operational effectiveness.
• Ensure department standards, customer services levels, quality levels and safety regulations are being exceeded.
• Identify areas of potential training. Ensure all required training is being performed as required.
• Create training materials and operating manuals. Lead, supervise and deliver customer service training in assigned departments.
• Evaluate and correct/modify systems and structures that create problems or impede commitment to excellence in service.
• Must comply with all applicable System of Internal Controls, Standard Operating Procedures and all Tribal Regulations.

Supervisory Responsibilities

None

Access to Sensitive Areas and Information

As per the ACGC Access Matrix

Signatory Ability

HR Related Forms

Required Education and/or Experience

• Minimum 3 years experiences/knowledge of the operations of Call Center Operations.
• Must have minimum of 3 years' hospitality experience.  
• Experience with delivering department level training preferred.
• Strong administration skills preferred.
• Must have excellent organizational skills, be computer literate, the ability to work with all departments and have excellent customer relation skills.
• Must have good oral and written communication skills.
• Must be able to communicate in English. Spanish speaking highly desired.

Working Conditions/Physical Demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and properties, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/work station for the duration of the shift.  Also, may be subjected to a smoke-filled environment.

Typically, the individual will be housed in an office environment.  The noise level in the work environment is usually moderate, but will escalate when located in the casino environment.  Must be able to grasp, bend, lift and/or carry or otherwise move goods weighing a minimum of 25 lbs. on an intermittent basis, and sufficient dexterity of hand in order to use office equipment including, but not limited to:  a computer keyboard, calculator, general office equipment and multi-line telephone.