Customer Training Instructor I

Overview

IGT is seeking a Customer Training Instructor for our North Carolina team. The person in this role is responsible for the activities in an assigned geography, including but not limited to product training, market research, and developing and executing marketing promotions. The person will be responsible for maintaining an assigned retailer market and training for the region. They will have the flexibility to work remote, while traveling between those locations, and have a great deal of autonomy. The ideal candidate must be trustworthy, hardworking and collaborative.       

IGT employees receive the following employment benefits (all benefits mentioned are subject to policy and eligibility requirements):
•    Medical benefits day one of being an IGT employee
•    12 paid holidays plus 2 floating holidays per year
•    3 weeks of paid vacation per year, prorated first year
•    401K with employer match and 100% vested day one
•    Company paid parental leave, life insurance, short-term disability and long-term disability
•    Gym membership reimbursement, free identity theft protection, and tuition reimbursement

Responsibilities

•    Develops and delivers in-person and virtual training to retailers, lottery officials and company staff on the operations of company equipment, technology and games
•    Develops training schedules and staff assignments
•    Serves as a liaison between the company, lottery officials and retailers to provide effective and satisfactory customer service experience
•    Visits retailers to promote sales and provide customer service
•    Generates, interprets, and presents sales and training reports
•    Assists with field research and software testing
•    Assists in the development and implementation of programs to increase sales
•    Creates video training modules and/or webinar training classes for retailers and players
•    Assists with equipment and program implementations and rollouts
•    Assists with retailer and staff-related promotions and special events
•    Creates, maintains and updates all training documents and reference guides for retailers and local staff
•    Assists lottery personnel and internal business units by reporting, tracking and troubleshooting chronic retailer issues
•    Educates retailers and lottery personnel on best practices and other marketing techniques
•    Participates in regional and statewide sales meetings/conferences
•    Assists with other projects as assigned
•    Monitors retailers training to ensure that training standards are maintained
•    Delivers supplies and promotional products on behalf of IGT and the lottery
•    Ensures proper level of supplies are stocked
•    Serve as point person for all projects as assigned, including attending project team meetings, updating timelines, developing schedules, training materials and written marketing materials

Qualifications

•    Bachelor’s degree, or equivalent, or additional related training or education is a plus
•    3+ years in training, promotional marketing, or direct customer support
•    2+ years of sales, marketing, or customer service related experience
•    Ability, flexibility, and willingness to work varied hours and travel to retailer sites as needed
•    Sound decision making and organizational skills
•    Strong ability to work independently and with flexibility
•    Exceptional customer service skills and ability to build positive customer relationships
•    Strong time management, verbal, written and presentation skills
•    Demonstrated proficiency with Microsoft Office suite products (Outlook, PowerPoint, Teams, etc)
•    Ability to travel up to 60% of the time
•    Knowledge of lottery industry
•    Familiarity with lottery industry hardware, software, and reporting tools
•    Bilingual skills (Spanish) are a plus
•    Adequate knowledge of learning management software
•    eLearning, webinar and training video design experience

Keys to Success

• Building collaborative relationships
• Decision making
• Drive results
• Foster innovation
• Personal energy
• Self-leadership

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