ALISO VIEJO CUSTOMER EXPERIENCE SHIFT LEAD

SENDER ONE SERVICE LLC•Aliso Viejo, CA

60d•$23 - $24•Onsite

About The Position

A Customer Experience Shift Lead is someone enthusiastic, self-motivated, and proactive. A coach and mentor to staff to ensure all Sender One staff are providing an outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Requirements

An experienced and trusted advisor for staff - discover & connect with others
Delegates and communicates with staff clearly and respectfully
Passionate about climbing, working with kids, and instructing
Ability to harness imagination and find novel approaches to shared responsibilities
Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end
Open to receiving & providing feedback, guidance, insight, assistance, and perspective professionally
Work with a team, provide support to fellow team members, share ideas, and earn trust
Take initiative and have the drive to grow professionally
First Aid/CPR certified
Top rope & lead belay and climbing experience
Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.
Knowledge of Rock Gym Pro software
Knowledge of Basecamp
Experience coaching and instructing
Must be fully available to work at least one weekend day per workweek (Sun-Sat)
Must be able to work a minimum of 16 hours or two shifts per workweek (Sun-Sat)
Must be available to attend weekly Customer Experience Shift Lead/Supervisor meetings
Must be able to attend the Mandatory All Staff Quarterly meeting

Responsibilities

Expert on all the responsibilities of a Customer Experience Specialist
Complete goals on the development plan set by the Customer Experience Manager
Oversees all on shift new hire training and tracks their progress using the Customer Experience Training checklist
Leads by example to help motivate and direct staff to strategically cover Customer Experience responsibilities
Manages the completion of checklists and ensures staff are completing the tasks throughout the day
Manages the daily schedule to ensure all staff are following scheduled breaks & lunches and abiding by state & federal laws
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
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 directly or indirectly through the Sender City Shift Lead.