Overview: 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.

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.

Industry Experience:

• 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.

Profile:

• 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.

Time Commitment:

• 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.