SANTA ANA CUSTOMER EXPERIENCE SHIFT LEAD
Job Details
SENDER ONE SNA - SANTA ANA, CA
Part Time
$19.00 Hourly
Customer Service/Experience
JOB DESCRIPTION:

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.

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.
PROFILE & EXPERIENCE:

Industry Experience:

  • First Aid/CPR certified preferred;
  • Top rope certification required;
  • Lead belay and climbing experience preferred;
  • Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.;
  • Knowledge of Rock Gym Pro software preferred;
  • Knowledge of Basecamp;
  • Experience coaching and instructing.

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.
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