Customer Experience Lead - Front Desk & Coaching

Climbepic; Fort Collins (CO); On-site; USD 34,440 - 37,195; Full time

Job summary

Sender One is seeking a Customer Experience Supervisor for our Fort Collins location. As a front desk leader, you will develop the team, embody our core values, and ensure every guest receives an outstanding experience.

Responsibilities include building and sustaining staff culture, coaching, handling escalated issues, guiding interviews and onboarding, and coordinating with the Manager. A background in supervision, climbing, Google Suite, and Paycom is preferred.

Qualifications

• Minimum 1 year of supervisory or lead staff experience.
• Passion for climbing and working with kids.
• Excellent communication and coaching skills.

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 elevate 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.

Skills

Leadership

Team management

Communication

Customer service

Tools

Google Suite

Paycom

Rock Gym Pro

Job description

Sender One is seeking a Customer Experience Supervisor for our Fort Collins location. As a front desk leader, you will develop the team, embody our core values, and ensure every guest receives an outstanding experience.

Responsibilities include building and sustaining staff culture, coaching, handling escalated issues, guiding interviews and onboarding, and coordinating with the Manager. A background in supervision, climbing, Google Suite, and Paycom is preferred.