LOS ANGELES CUSTOMER EXPERIENCE SHIFT LEAD

LOS ANGELES CUSTOMER EXPERIENCE SHIFT LEAD# LOS ANGELES CUSTOMER EXPERIENCE SHIFT LEADSENDER ONE LAX - LOS ANGELES, CA 90045## OverviewSalary Range$23.00 - $24.00 HourlyPosition TypePart Time## JOB DESCRIPTION: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 escalate 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:Profile:* 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 Climbing LLC