LAKEWOOD CUSTOMER EXPERIENCE SUPERVISOR

Overview:

A Customer Experience Supervisor is someone who develops the team and embodies Sender One’s core values when making decisions. As a coach and mentor, the Customer Experience Supervisor collaborates with the Customer Experience 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 Customer Experience 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 Customer Experience 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 Customer Experience Manager;
• Assists with supervision and administration of Programs. Able to train and work as a Recreational coach.

Industry Experience: 

• Top rope & lead belay and climbing experience;
• Interviewing & hiring experience;
• Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc. ;
• Knowledge of HRIS, Paycom a plus;
• Knowledge of Rock Gym Pro reporting & data handling;
• Knowledge of Basecamp;
• Experience coaching and instructing.

Time Commitment: 

• 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.