Customer Experience Lead

Job Description

Job Description

At Diventures, where safety is our number one priority and fun is our number one goal, we are in the relationship business. The Customer Experience Lead contributes to the success of Diventures by consistently building and maintaining positive experiences and lasting relationships with our customers through high-touch, high-communication, personalized customer service.

The Customer Experience Lead is someone who demonstrates a high level of knowledge and skills in Diventures equipment and programming. The Customer Experience Leads are trainers and leaders of others, running shifts efficiently when managers are not present.

The Customer Experience Lead has the same responsibilities of Customer Experience Specialists with the increased responsibility of delegating and overseeing projects when there are no managers in the store. The Customer Experience Lead is responsible for training Customer Experience Trainee's on policies, procedures, and product knowledge. The Customer Experience Lead is expected to have an advanced knowledge of swim programming, SCUBA training, retail product, travel, and all Diventures processes and SOP's. 

The Customer Experience Lead is consistently building relationships with customers and has a high-level understanding of what it takes to provide concierge level service to customers. As the leader of the Customer Experience Specialists, the Customer Experience Lead is expected to emulate the behaviors the Customer Experience Specialists should demonstrate. The Customer Experience Lead must be an efficient problem solver, providing solutions to customers in a short time frame with a sense of urgency and attention to detail.

Key Attributes of the Successful Diventures Customer Experience Lead

• Attention to Detail
• Problem Solver
• Initiative
• Engaging
• Personable
• Curious
• Driven
• Results Oriented
• Ownership Mentality
• Analytical Thinker
• Strong Work Ethic
• Team Player
• Customer Focused
• Sense of Urgency

Competencies

• Diventures Way Training (position specific)
• Master Diver Certification or higher
• Subject matter expert of Swim and SCUBA programming