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    SANTA ANA CUSTOMER EXPERIENCE SUPERVISOR

    Capitan software

    Website Sender One Climbing

    sendwithus

    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.

    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 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 Supervisor meetings and the all staff quarterly meetings.

    To apply for this job please visit www.paycomonline.net.

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