Experienced Customer Education Specialist – Training and Development for Bingo Operations

Are you passionate about delivering exceptional customer experiences and developing engaging training programs? Do you have a knack for creating educational materials and a talent for communicating complex information in a clear and concise manner? If so, we invite you to join arenaflex as an Experienced Customer Education Specialist – Training and Development for Bingo Operations.

About arenaflex

arenaflex is a leading organization in the gaming industry, dedicated to providing innovative and responsible gaming solutions. Our mission is to generate revenue for the State of Texas through the responsible management and sale of entertaining lottery products. We are committed to incorporating the highest standards of security, integrity, and responsible gaming principles, setting and achieving challenging goals, providing quality customer service, and utilizing a team approach.

Why Join arenaflex?

* Competitive compensation, including merit increases for outstanding performance, longevity payments after two years, and opportunities for hybrid work from home for qualifying positions

• Generous paid leave, health insurance, dental and vision insurance, numerous state and federal holidays, tuition assistance, state employee discounts, 401(k), 457, and a cash balance pension for employees entering state service after September 1, 2022
• Collaborative and dynamic work environment with a team of passionate professionals
• Opportunities for career growth and professional development
• Recognition and rewards for outstanding performance and contributions to the organization

Job Summary

As an Experienced Customer Education Specialist – Training and Development for Bingo Operations, you will play a critical role in developing and implementing training programs, online publications, and application guides for Bingo licensees. You will work closely with the Charitable Bingo Operations Division to evaluate and analyze training needs, develop training programs, and provide recommendations for system modifications and improvements.

Key Responsibilities

* Plan and update training programs, online publications, and application guides for Bingo licensees

• Evaluate and analyze training needs for Bingo licensees
• Develop training programs, online publications, and application guides utilizing PowerPoint presentations, manuals, and other materials
• Research, review, and update training programs and recommend modifications as appropriate
• Coordinate review among different departments/sections and divisions
• Develop and update bingo forms
• Develop and update Education procedures and administrative procedures
• Assist taxpayers via emails and calls with questions regarding department operations, regulatory requirements, completion of forms, and use of website
• Document communication in the required format
• Assist in developing and maintaining the CBOD system and website
• Provide recommendations to help with system modifications and improve system and website functions
• Perform system testing
• Train division staff and licensees in utilizing the system and website
• Coordinate website changes and updates
• Coordinate and update Frequently Asked Questions (FAQ) on the website
• Maintain electronic communication files and work in accordance with division's policy and record retention requirements
• Prepare Education performance measures and supporting information
• Compile training data and prepare reports for management
• Schedule and facilitate classes, workshops, and meetings, if applicable
• Perform related work as assigned

Essential Qualifications

* Graduation from an accredited four-year college or university is required

• Three years experience in developing and conducting training programs, education, customer service, or administrative support is required
• Experience with Microsoft Word, Excel, PowerPoint, Outlook, databases, and systems is required
• Willingness to work irregular hours, including evenings, weekends, and holidays as required
• Experience in preparing training materials (curriculums, presentations, and guides or manuals) is preferred
• Experience preparing reports, forms, and/or online publications is preferred
• Experience managing multiple projects is strongly preferred

Knowledge, Skills, and Abilities

* Knowledge of the Bingo Enabling Act and Charitable Bingo Administrative Rules and/or Texas Tax Code

• Knowledge of training procedures and techniques; adult education principles, practices, and techniques; group process, group dynamics, and interpersonal relations; instructional design and/or curriculum development; and program areas to be presented
• Skill in the use of a personal computer with knowledge in the use of Microsoft Word, Excel, and PowerPoint for Windows software packages as well as skill in the use of standard office equipment such as copiers and printers
• Ability to assess training needs; formulate learning objectives; and create and evaluate training objectives, requirements, and effectiveness of delivery
• Ability to respond to public inquiries in a timely manner
• Ability to interpret rules, regulations, policies, and procedures
• Ability to implement new systems and procedures and evaluate their effectiveness
• Ability to be flexible to learn new software and systems
• Ability to handle multiple tasks and meet demanding deadlines
• Ability to prepare training courses and materials
• Ability to communicate effectively both orally and in writing
• Ability to communicate on a professional level with the public, supervisor, and co-workers
• Ability to work independently and within a team environment
• Ability to perform assignments effectively and efficiently in accordance with procedures, guidelines, and instructions

Physical and Mental Requirements

* Ability to sit or stand for extended periods of time

• Ability to operate standard office equipment and computer software
• Ability to handle multiple tasks and work well under pressure of deadlines

How to Apply

To apply for this exciting opportunity, please submit your application through CAPPS Recruit by 11:59 p.m. on the posting's closing date. When a job opening is posted Open Until Filled, it is best to apply as quickly as possible, as the posting may close or be placed on hold at any time with or without prior notification. All applicants must submit a thoroughly completed on-line application through CAPPS Recruit, answering all applicable questions, whether starred with an asterisk or not. Applications must contain complete job histories, which includes job title, dates of employment, name of employer, supervisor's name and phone number, and a description of duties performed. If this information is not submitted, your application may be rejected because it is incomplete. Resumes do not take the place of this required information. Instructions for completing the on-line State of Texas Application for Employment can be found here: https://www.texaslottery.com/export/sites/lottery/About_Us/Employment_Opportunities/how_to_apply.html Please be aware that additional information or documents will not be accepted for purposes of determining eligibility after the closing date. Applications will NOT be accepted via mail, hand delivery, fax, or email. Qualified applicants selected for interviews will be contacted by the agency. If you are scheduled for an interview and require any reasonable accommodation in the interview process, please inform the hiring representative who calls you to schedule your interview. Whenever possible, please give the hiring representative sufficient time to consider and respond to your request. All candidates recommended for a position will be subject to an extensive criminal background investigation, including fingerprinting. The State Lottery Act contains provisions that set out causes for rejection if applicable. All positions are employment at will. Inquiries regarding the status of an application will be answered as time and agency resources allow.

Equal Opportunity Employer

arenaflex is an Equal Opportunity Employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Veterans and Military Personnel

Veterans, Reservists, or Guardsmen with a MOS or additional duties or other related fields pertaining to the minimum experience requirements may meet the minimum qualifications for this position and are encouraged to apply. Additional Military Crosswalk information can be accessed at: https://hr.sao.texas.gov/Compensation/MilitaryCrosswalk/MOSC_HumanResourcesandTrainingandDevelopment.pdf

Selective Service Registration

In accordance with legislation effective September 1, 1999, male candidates aged 18 to 25 are required to show proof of selective service registration (or exemption) prior to an offer of employment. Such proof is not required to be filed with an application but must be provided upon request by the Human Resources office.

E-Verify

This employer participates in E-Verify and will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. Apply for this job