LOD ANGELES CUSTOMER EXPERIENCE SHIFT LEAD

SENDER ONE SERVICE LLC • Los Angeles, CA

1d • $23 - $24 • Onsite

About The Position

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.

Requirements

• 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
• 1+ years of supervisory or leadership experience
• Top rope certification required
• Experience working with kids
• Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.
• 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

Nice To Haves

• Lead belay and climbing experience preferred
• Experience coaching and instructing preferred
• Knowledge of Rock Gym Pro preferred

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

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: No Education Listed