Customer Service Coordinator (FT)

Rainbow Dome is seeking a full-time (32 hours/week) Customer Service Coordinator (CSC) to help lead our day-to-day programming operations and facility needs at Rainbow Dome's roller skating rink and arts venue. This role holds the same tasks and responsibilities as the Customer Service Associate (CSA) position and has additional responsibilities, such as shift supervision and Manager on Duty (MOD) responsibilities, ensuring every shift has strong, values-aligned leadership on the floor. Rainbow Dome is an artist‑led, queer‑centric hub that gathers people across differences to experience joy‑in‑motion through art and activities, with rollerskating being our foundational activity for connection. Rainbow Dome’s audience shares experiences of intersectionality and marginalization within the dominant culture of the US, and includes people who identify as Queer; Black, Brown, & Indigenous; disabled and neurodivergent; and artists and creatives. Rainbow Dome formed out of a need for a social space for marginalized communities that centers joy and play as catalysts for authentic social connection. Rainbow Dome’s programming is threefold: Art of Gathering: Produce human‑centered events to invite our audience to experience joy‑in‑motion. One of our primary activities is roller skating. Creative World Building: Fabricate artwork to elevate our audience’s experience of joy and support imagination and new possibilities Platforms for Artists & Creatives: Build a movement with artists and community members to foster shared abundance of resources Rainbow Dome is a start‑up LLC that is undergoing a major transition in 2026, going from producing pop‑up events in the spring to opening our permanent roller rink this fall. Our organizational structure is sociocratic and uses consent‑based decision‑making, requiring a high level of self‑management. Learn more about sociocracy here: At this stage of the company, we are working towards becoming financially sustainable and profitable by 2027. We center in‑person culture through (1) our events as hosts for our audience; (2) fabrication of artwork in our studio; and (3) collaboration across our team. What You’ll Do The Customer Service Coordinator will report to the Customer Service Circle, which is led by the Operations Manager. CSC is responsible for the following (are shift dependent and this list is not necessarily exhaustive or simultaneous): Manager on Duty & Shift Leadership Serve as the designated Manager on Duty (MOD) for assigned shifts, acting as the on-site decision-maker in the absence of the Operations Manager or other Rainbow Dome Manager/Director. Open and/or close the venue, including cash drawer counts, point‑of‑sale reconciliation, securing the space, etc. Serve as the first point of escalation for guest concerns, complaints, and conflicts that CSAs are unable to resolve, using de‑escalation techniques and best judgment about when to involve a Rainbow Dome Manager/Director. Respond to incidents, accidents, or emergencies on‑site, following Rainbow Dome's safety protocols, and complete any related incident documentation. Make real‑time staffing and floor coverage decisions during a shift (e.g., reassigning CSAs between admissions, rental, and floor monitoring based on guest flow). Team Leadership & Development Coach Customer Service Associates during shifts, providing real‑time feedback and modeling values‑aligned customer service. Support with leading onboarding and training for new CSAs, including shadow shifts and check‑ins during their ramp‑up period. Help identify when additional coaching, support, or escalation to the Operations Manager is needed for a team member. Admissions, Concessions + Skate Rental Greet guests, check them in, have them sign waivers, sell tickets and monthly memberships. Check skates in and out, answer questions about rentals, clean and maintain skates in good condition, always ensuring that skates are safe to use. Handle cash and point‑of‑sale transactions accurately, responsibly and safely. Oversee accurate handling by CSAs on shift. Promote and sell RD merchandise. Restock and support RD vending machine operations (concessions), as necessary. Guest Experience + Problem Solving Answer phone and in‑person questions about hours, events, pricing, private bookings, accessibility, etc. Resolve guest concerns and complaints calmly and with care. Venue + Event Support Be a leader in communicating and upholding venue policies (safety rules, code of conduct, age restrictions for certain events, etc.) in a way that's clear, firm, and respectful. Support and sometimes lead setup, guest flow, and day‑of logistics for events. Monitor the front desk, rental counter, and skate floor to make sure guests are having a safe, positive experience. Proactively identify and resolve potential conflicts and issues as they arise during a shift. Escalate to Manager on Duty when necessary. Keep the front‑of‑house area clean, organized, and welcoming. Team Culture Help onboard and train new hires as the team grows. Champion an inclusive, affirming environment for guests and team members. Participate as a member of Rainbow Dome by engaging in the sociocratic structure through ongoing learnings and shared accountability. Serve as a member of the Customer Service Circle, supporting staff development, retention, culture, and policy improvements. This time is paid at the same hourly rate as traditional rink duties. Opportunity to nominate and be nominated to represent the Customer Service team as a “delegate” at Rainbow Dome’s Programs Circle. Per Rainbow Dome’s sociocratic structure, the Customer Service Circle is a branch of the Programs Circle, whose aim is to design, plan, and implement Rainbow Dome’s public programs. The delegate attends meetings of both the root circle and their own. Opportunity to nominate and be nominated to represent the Customer Service team as a “delegate” at Rainbow Dome’s Accountability + Culture Circle (A&C) meetings. The A&C Circle exists to oversee all people‑centered policies for our team members, and to ensure that our operations, programs, internal policies, and decisions align with our core values, and organizational goals. RD’s Customer Service Coordinator will be cross‑trained on all of the above activities, but each shift may entail different and more specific duties (i.e. admissions on Thursday and skate rental on Friday). Who You Are & Keys to Success To be successful in this job, you will excel in seven key areas: Attentive, empathetic customer service: Enthusiasm for meeting and engaging with people. Astute cultural competency with communities we serve. Able to put people at ease, especially where there are lines of difference. Listens closely to understand the needs or concerns and takes steps based on input. Understands when and where additional support may be needed. Commitment to Rainbow Dome Mission + Vision: Passion for cultivating spaces that are joyful and foster belonging for diverse audiences, particularly people who identify as Queer; People of the Global Majority; disabled and neurodivergent; and artists and creatives. Committed to Rainbow Dome’s culturally sensitive customer service policies and practices related to being anti‑racist, gender affirming and de‑escalatory. Approaches work with a joyful attitude with an orientation towards fun. Rollerskating and joy‑in‑motion are Rainbow Dome’s foundational activities – joy and play are treated as catalysts for authentic connection, not an afterthought. Reliability: The ideal candidate will understand the importance of arriving to scheduled shifts on time, being consistent and communicating as proactively as possible when issues arise that may impact attendance. Evening and weekend availability required. Models and inspires accountability: Inspires and motivates others to take action and meet goals. Delegates skillfully. Inspires accountability and acknowledges growing edges (in self and others). Maintains joy and fun even when things are hectic. Strong communication and self‑advocacy skills: Committed to problem‑solving, communicating consistently and proactively. Supports and upholds venue policies related to safety, age restrictions, accessibility, etc. in a way that’s clear, firm and respectful. Coach and learning mentality: Uses coaching, training, and feedback to continually improve own performance, help team members grow, and support problem‑solving. Sees mistakes as learning opportunities. Seeks and engages well with feedback. Flexibility and willingness to adapt to a fast‑changing work environment. The following are plusses, but are not requirements: Prior supervisory and/or customer service shift‑lead experience Love art and/or roller skating Knowledge of roller skate maintenance and roller rink operations Experience with de‑escalation Familiarity with Sun Valley neighborhood Fluency in Spanish and/or American Sign Language During your first few weeks, you will: Participate in a 2 week paid onboarding program alongside other newly hired Customer Service Associates starting on Tuesday, October 13th and with training ending with the Grand Opening of the rink. Additional training specific to being a “shift lead” will be provided as well. Upon completion, there will be a continued but less intensive onboarding process for approximately 90 days. Support Rainbow Dome’s soft and grand opening events; this would include (specific timing of these events TBD): Soft Openings: Friends + Family on the evening of Friday, October 16th Community Organizations + Funders on the evening of Saturday, October 17th Sun Valley + Surrounding Neighborhood Orgs during the day Sunday, October 18th Grand Opening Rainbow Dome’s first official date where it will be open to the public Friday, October 23rd What Else You Should Know Rainbow Dome is an equal opportunity employer and we value having staff who come from communities that are representative of our audience. We encourage people of the global majority, LGBQIA+ people, transgender and gender non‑conforming people, and people with disabilities to apply. The position is full‑time and is based in Denver, Colorado. Rainbow Dome’s uses sociocracy as our governance system and organizational structure, which organizes areas of work into circles. The Customer Service Coordinator will be a member of the Customer Service Circle. This circle is led by the Operations Manager. This position will also nominate a delegate to support the Accountability & Culture Circle, as mentioned above. The position will require reliable transportation (public transit, cyclists, etc. welcome). The position primarily works evenings and weekends. The position requires the ability to lift and move art/equipment weighing up to 50 pounds across space(s) and into trucks, ascend ladder and/or scaffolding, and to position self to move and traverse across event and fabrication space(s). The hourly wage range for this position is $31.57 to $33.17 with exact hourly wage depending on Rainbow Dome’s compensation matrix. Hourly employees receive 1.5 pay for holidays worked. We also offer benefits such as three weeks (96 hours) paid time off, sick leave under the Healthy Families and Workplaces Act, and cover 70% of the employee’s premium for health insurance plans through Kaiser. Rainbow Dome participates in Colorado SecureSavings, but does not offer a match at this time. Credits Written using support material from The Management Center (a consulting nonprofit that helps social change leaders build equitable, sustainable, and results‑driven organizations) and feedback from Spring Up (a worker‑owned Black + Queer‑Led cooperative that supports mission driven organizations, cooperatives, and businesses in operationalizing their values into practice and realizing shared power). #J-18808-Ljbffr Rainbow Dome, LLC