ALISO VIEJO CUSTOMER EXPERIENCE SHIFT LEAD

Job Details Job Location: SENDER ONE ALISO VIEJO - ALISO VIEJO, CA 92656 Position Type: Part Time Salary Range: $23.00 - $24.00 Hourly Overview A Customer Experience Shift Lead is someone who is enthusiastic, self-motivated, and proactive. As a leader and coach, the Customer Experience Shift Lead ensures their team creates an outstanding experience for everyone who walks through our doors. Responsibilities Leads by example to help motivate and direct staff to strategically cover Customer Experience responsibilities, ensuring a smooth execution of daily operations and delivery of quality customer services to guests; “Manager on duty” to resolve customer issues/complaints that elevate beyond what the frontline staff can handle in the absence of the department supervisor and/or manager; Oversees all on shift new hire training and keeps the rest of the team informed about their progress; Provides positive and constructive feedback and coaching to new hires and existing staff on shift; Manages the daily completion of front desk and Sender City checklists; Manages the daily schedule to ensure all staff are following scheduled breaks & lunches and abiding by state & federal laws; Communicates operational, customer service, risk management, and staff issues with Customer Experience Manager; Leads Huddles to communicate any operational, location, and/or departmental information; Leads staff in Sender City, ensuring staff are engaged with parents & climbers throughout each session. PROFILE & EXPERIENCE An experienced and trusted advisor for staff who discovers & connects with others; Delegate and communicate with staff clearly and respectfully; Passionate about climbing, working with kids, and instructing; Ability to harness imagination and find novel approaches to overcome challenges; Willingness to learn and grow from challenges, seeing tasks through to completion; Open to receiving & providing feedback, guidance, insight, assistance, and perspective in a professional manner; Work with a team, provide support to fellow team members, share ideas, and earn trust; Take initiative and have the drive to grow professionally. Industry Experience 1+ years of supervisory or leadership experience; Top rope certification required; Lead belay and climbing experience preferred; Experience working with kids; Experience coaching and instructing preferred; Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc. Knowledge of Rock Gym Pro preferred. Time Commitment Must be fully available to work a Shift Lead shift at least one weekend day per work week (Sun - Sat); Must be fully available to work a Shift Lead shift at least one evening day per work week (Sun - Sat); Must be able to work a minimum of 16 hours or two shifts per work week (Sun - Sat); Must be available to attend monthly Customer Experience Shift Lead meetings; Must be able to attend the Mandatory All Staff Quarterly meeting. #J-18808-Ljbffr Sender One Service