SANTA ANA CUSTOMER EXPERIENCE SUPERVISOR

SENDER ONE SERVICE LLC•Santa Ana, CA

12d•$25 - $28•Onsite

About The Position

A Customer Experience Supervisor is someone who develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, the Customer Experience Supervisor ensures their team creates an outstanding experience for everyone who walks through our doors.

Requirements

1+ years of supervisory or leadership experience
Top rope & lead belay and climbing experience
Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.
Knowledge of Paycom & interviewing experience
Knowledge of Rock Gym Pro reporting & data handling
Experience coaching and instructing
Must be able to work a minimum of 24 hours or 3 shifts per work week (Sun - Sat)
Must be fully available to work at least one weekend day per work week (Sun - Sat)
Must be able to work some weeknight shifts and/or high volume shift demands depending on business and/or operational needs
Must be available to attend weekly Supervisor meetings and the all staff quarterly meetings
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.

Responsibilities

Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise;
Lead, manage, and hold all direct reports accountable;
“Manager on duty” to resolve customer issues/complaints that escalate beyond what the frontline & Shift Lead staff can handle in the absence of the Customer Experience Manager;
Oversees all new hire progress using the Customer Experience Training Checklist;
Provides positive and constructive feedback and coaching to new hires and existing staff on shift;
Checks in with assigned staff on a monthly basis and coaches for accountability and performance;
Communicates operational, customer service, risk management, and staff issues with the Manager;
Assists with the interview & hiring process, including phone, first, or final interviews, and onboarding;
Understands other gym department functions and offerings;
Assists the Customer Experience Manager with delegated administrative duties;
Execute short and long term department objectives in collaboration with the Manager and other Supervisors.