Customer Experience Trainer

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  $95,000- $115,000 + Bonus potential

  
  
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  Location: Applicant must be located in or around the New York City area

  
  

Are you passionate about shaping operations processes and delivering exceptional customer service leadership? Join SSP America, a global leader in travel dining, as a Customer Experience Trainerand play a pivotal role in our growing company by supporting our airport locations across the U.S.!

• Lead Customer Experience Training Programs: Act as the primary trainer for our airport restaurants, delivering engaging, hands-on programs focused on SSP's customer service standards, including service recovery techniques and tailored support for international travelers.
• Drive Service Excellence Across Locations: Conduct impactful training sessions for new hires and current staff, integrating practical role-play and real-world examples to prepare team members for diverse customer interactions.
• Evaluate and Enhance Training Effectiveness: Assess the success of training initiatives through participant feedback and performance metrics. Continuously refine training content in collaboration with the Learning and Development team to ensure alignment with operational goals.
• Provide Ongoing Coaching and Support: Act as the go-to resource for employees, offering guidance on customer service best practices and handling complex service scenarios. Deliver consistent coaching to foster a supportive, customer-focused culture.
• Collaborate with Cross-Functional Teams: Partner with airport operations, HR, and Learning & Development teams to identify training needs and ensure training programs meet organizational standards. Incorporate operational insights and best practices to strengthen customer experience across all locations.
• Maintain High Standards and Compliance: Ensure all training activities and materials are consistent with company policies, and support compliance with airport and TSA regulations, helping to sustain a safe, welcoming environment for our customers.

• Educational Background: High school diploma required; a bachelor's degree in Hospitality Management, Education, or a related field is preferred.
• Experience: Minimum 3-5 years of progressive experience in customer service training within the hospitality or restaurant industry, with a strong emphasis on delivering high-quality customer experiences.
• Customer Service & Training Expertise: Proven track record in designing, implementing, and evaluating training programs to enhance customer service, incorporating role-play and real-life scenarios to prepare staff for varied customer interactions.
• Interpersonal & Coaching Skills: Strong communication and presentation abilities, with a commitment to fostering a positive and professional work environment. Skilled in providing ongoing coaching and handling complex customer inquiries.
• Operational & Technical Proficiency: Familiarity with managing cross-functional collaboration, including partnering with HR, Learning & Development, and Operations; intermediate skills in Microsoft Office are required.
• Compliance & Travel Requirements: Must be able to pass and maintain a background check and obtain required airport clearances (TSA/FAA). Willingness to travel up to 30% across the U.S. and Canada.

• Dynamic Environment: Work in the fast-paced and exciting setting of multiple different airports, including, but not limited to, JFK and LGA.
• Growth Opportunities: Develop your career in a supportive and challenging environment working for one of the largest restaurant operators in the world!
• Competitive Compensation: $95,000 - $115,000 / year + bonus and Health, Dental, Vision and Life Plans, Paid Time Off, 401K with company match, Employee Assistance Program.

Ready to Apply?

If you're ready to bring your expertise to our team and help us deliver exceptional service and quality in a high-volume airport setting, apply now!

Diversity and Inclusion is a priority at SSP. We are an equal opportunities employer committed to engaging all our people, so they feel valued and motivated; we champion diversity, promote inclusion, and ensure equality. We respect and protect human rights and prevent discrimination; and we positively impact our communities. We encourage and welcome applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual identity and orientation.