ALISO VIEJO CUSTOMER EXPERIENCE SHIFT LEAD

Sender One Service; Aliso Viejo (CA); On-site; USD 32,000 - 33,000; Part time

Job summary

Sender One in Aliso Viejo, CA is seeking a Customer Experience Shift Lead to guide staff, ensure smooth operations, and deliver outstanding guest experiences in a dynamic climbing gym environment.

You will train team members, manage shifts, and act as manager on duty to resolve guest concerns while maintaining safety and service standards.

Qualifications

• Top rope certification required.
• Lead belay and climbing experience preferred.
• Experience working with kids.
• Experience coaching and instructing preferred.

Responsibilities

• Leads by example to motivate and direct staff to cover Customer Experience responsibilities and ensure smooth daily operations.
• Manages “Manager on duty” to resolve customer issues beyond frontline staff.
• Oversees on-shift training and progress updates for staff.
• Provides feedback and coaching to new hires and existing staff on shift.
• Manages daily front desk and Sender City checklists.
• Schedules staff breaks and lunches in compliance with laws.
• Communicates issues with Customer Experience Manager.
• Leads staff huddles to share updates.
• Leads staff in Sender City sessions with engaging customers.

Skills

Leadership

Staff coaching

Customer service

Communication

Tools

Google Suite

Rock Gym Pro

Job description

Job Details

Job Location: SENDER ONE ALISO VIEJO - ALISO VIEJO, CA 92656

Position Type: Part Time

Salary Range: $23.00 - $24.00 Hourly

Overview

A Customer Experience Shift Lead is someone who is enthusiastic, self-motivated, and proactive. As a leader and coach, the Customer Experience Shift Lead ensures their team creates an outstanding experience for everyone who walks through our doors.

Responsibilities

• Leads by example to help motivate and direct staff to strategically cover Customer Experience responsibilities, ensuring a smooth execution of daily operations and delivery of quality customer services to guests;
• “Manager on duty” to resolve customer issues/complaints that elevate beyond what the frontline staff can handle in the absence of the department supervisor and/or manager;
• Oversees all on shift new hire training and keeps the rest of the team informed about their progress;
• Provides positive and constructive feedback and coaching to new hires and existing staff on shift;
• Manages the daily completion of front desk and Sender City checklists;
• Manages the daily schedule to ensure all staff are following scheduled breaks & lunches and abiding by state & federal laws;
• Communicates operational, customer service, risk management, and staff issues with Customer Experience Manager;
• Leads Huddles to communicate any operational, location, and/or departmental information;
• Leads staff in Sender City, ensuring staff are engaged with parents & climbers throughout each session.

PROFILE & EXPERIENCE

• 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 certification required;
• Lead belay and climbing experience preferred;
• Experience working with kids;
• Experience coaching and instructing preferred;
• Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.
• Knowledge of Rock Gym Pro preferred.

Time Commitment

• Must be fully available to work a Shift Lead shift at least one weekend day per work week (Sun - Sat);
• Must be fully available to work a Shift Lead shift at least one evening day per work week (Sun - Sat);
• Must be able to work a minimum of 16 hours or two shifts per work week (Sun - Sat);
• Must be available to attend monthly Customer Experience Shift Lead meetings;
• Must be able to attend the Mandatory All Staff Quarterly meeting.