ALISO VIEJO CUSTOMER EXPERIENCE SUPERVISOR

Job Details: Job Location: SENDER ONE ALISO VIEJO - ALISO VIEJO, CA, Position Type: Full Time, Hourly, Salary Range: $25.00 - $27.50Hourly, Overview:

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.

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. 

Qualifications: Profile:

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.

Industry Experience:

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.

Time Commitment:

Must be able to work a minimum of 30 hours or 4 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.