SANTA ANA CUSTOMER EXPERIENCE SPECIALIST

Overview:

A Customer Experience Specialist is someone enthusiastic, self-motivated, and proactive. Delivers outstanding customer experiences to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

• Assist and communicate with fellow team members and other departments such as Youth Programs, Facilities, Groups & Parties, and Route Setting wherever necessary;
• Uphold current vaccination and PPE policies set in place;
• Assist all members and guests with the check-in and out process;
• Oversee parties and communicate with the party host as a Party Lead;
• Work with kids in Sender City;
• Ability to lift and carry a minimum of 30lbs;
• Manage the inherent risks involved with climbing & training;
• Respond to guest inquiries via email, phone, or in-person in a timely, friendly and efficient manner;
• Have a high level of product knowledge of gym offerings including but not limited to Day Use, Multi-Day Use, Memberships for Sender One, Sender City offerings, Groups & Parties offerings, Youth Program offerings, Yoga & Fitness offerings, and ongoing community & gym events;
• Have a basic understanding and ability to assist with Pro Shop products;
• Lead introduction climbing courses and administer top rope belay & lead climbing certifications per Sender Ones policies;
• Complete department & operations checklist(s) promptly;
• Take the initiative to help the team progress to our shared purpose - discover ourselves and connect with others through climbing.

Profile:

• 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 and 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.

Industry Experience:

• First Aid/CPR certified preferred;
• Top rope belay and climbing experience;
• Lead belay and climbing experience preferred;
• Experience coaching and/or 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 2 shifts per workweek (Sun-Sat);
• Must be able to attend the Mandatory All Staff Quarterly meeting.