WESTWOOD CUSTOMER EXPERIENCE SUPERVISOR

Overview:

A Customer Experience Supervisor is someone who develops the team and embodies Sender Ones core values when making decisions. As a coach and mentor, the Customer Experience Supervisor collaborates with the Westwood Bouldering Gym Manager to ensure all Sender One staff and Shift Leads are providing outstanding experience to new visitors, guests, members, and partners who walk through our doors.

Responsibilities:

• Expert on all the responsibilities of a Customer Experience Shift Lead;
• Complete goals on development plan set by the Bouldering Gym Manager;
• Oversees all new hire progress using the Customer Experience Training Checklist and transfer data to the Staff Training Checklist;
• 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 Bouldering Gym Manager;
• Assists with the interview & hiring process, including but not limited to, phone, first, or final interviews, and onboarding;
• Understands other gym department functions and offerings;
• Manager on duty to resolve customer issues/complaints that escalate beyond what the frontline & Shift Lead staff can handle in the absence of the Bouldering Gym Manager;
• Assists with supervision and administration of Programs (Bouldering only).

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 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.

Industry Experience:

• Experience in Bouldering;
• Knowledge of Google Suite Gmail, Sheets, Docs, Drive, etc.
• Knowledge of Paycom & interviewing experience;
• Knowledge of Rock Gym Pro reporting & data handling;
• Knowledge of Basecamp;
• Experience coaching and instructing.

Time Commitment:

• Full-time position, but Sender One is open to discussing the potential for a part-time schedule as needed.
  • 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 Customer Experience Shift Lead/Supervisor meetings;
• Must be able to attend the Mandatory All Staff Quarterly meeting.