LOS ANGELES CUSTOMER EXPERIENCE SPECIALIST

SENDER ONE SERVICE LLC•Los Angeles, CA

1d•Onsite

About The Position

A Customer Experience Specialist at Sender One is an enthusiastic, self-motivated, and proactive individual responsible for delivering outstanding customer experiences to new visitors, guests, members, and partners. This role involves providing excellent customer service at Sender One and Sender City to create memorable climbing experiences. The specialist must possess a high level of product knowledge regarding all gym offerings, including Day Use, Multi Day Use, Memberships, Sender City, Groups & Parties, Programs (adult and youth), Yoga & Fitness, and ongoing community & gym events. Key responsibilities include leading introduction climbing courses, providing orientation tours, administering top rope belay tests, and working with kids and adults in Sender City. The role also requires managing the inherent risks involved with climbing and training.

Requirements

Enthusiastic, self-motivated, and proactive
High level of product knowledge of gym offerings
Ability to lead introduction climbing courses, provide orientation tours, and administer top rope belay test
Ability to work with kids and adults in Sender City
Ability to manage inherent risks involved with climbing & training
Ability to assist all members and guests with the check in and out process
Ability to assist the team to meet sales goals
Ability to respond to guest inquiries via email, phone, or in-person in a timely, friendly and efficient manner
Ability to assist and communicate with fellow team members and other departments
Ability to lift and carry a minimum of 50 lbs.
Basic understanding and ability to assist with Pro Shop products
Ability to complete department & operations checklist(s) in a timely manner
Passion for climbing, working with kids, and instructing
Maintain an optimistic outlook during peak & non-peak hours and consistently offer excellent customer experiences
Excellent at risk and time management
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 and providing feedback, guidance, insight, assistance, and perspective in a professional manner
Ability to 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 work week (Sun - Sat)
Must be able to work a minimum of 16 hours or 2 shifts per work week (Sun - Sat)
Must be able to attend the Mandatory All Staff meetings

Responsibilities

Provide excellent customer service to all guests at Sender One and Sender City to create memorable climbing experiences
Have a high level of product knowledge of gym offerings including but not limited to Day Use, Multi Day Use, Sender One Memberships, Sender City, Groups & Parties, Programs (adult and youth), Yoga & Fitness, and ongoing community & gym events
Lead introduction climbing courses, provide orientation tours, and administer top rope belay test
Work with kids and adults in Sender City
Manage the inherent risks involved with climbing & training
Assist all members and guests with the check in and out process
Assist the team to meet sales goals set by the leadership team
Respond to guest inquiries via email, phone, or in-person in a timely, friendly and efficient manner
Assist and communicate with fellow team members and other departments such as Programs, Facilities, Groups & Parties, Marketing, Retail, and Route Setting wherever necessary
Ability to lift and carry a minimum of 50 lbs.
Have a basic understanding and ability to assist with Pro Shop products
Complete department & operations checklist(s) in a timely manner
Take initiative to help the team progress to our shared purpose - discover ourselves and connect with others through climbing
Additional Operational duties as assigned and within Customer Experience purview
Independently Party Lead weekday and/or weekend groups & parties events (Level 2)
Independently administer lead climbing and belay checks in accordance with Sender One’s policies & procedures (Level 2)