Customer Experience Lead & Team Coach

Sender One Service; Aliso Viejo (CA); On-site; USD 34,440 - 37,195; Full time

Job summary

Sender One Service in Aliso Viejo, CA is seeking a Customer Experience Supervisor who develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, you ensure your location delivers an outstanding experience for every guest.

You will build and sustain the customer experience staff, lead and coach direct reports, assist with hiring and onboarding, and partner with the Manager to execute short- and long-term department objectives.

Qualifications

• 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.

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

Staff coaching

Customer focus

Team building

Tools

Paycom

Google Suite

Rock Gym Pro

Job description

Sender One Service in Aliso Viejo, CA is seeking a Customer Experience Supervisor who develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, you ensure your location delivers an outstanding experience for every guest.

You will build and sustain the customer experience staff, lead and coach direct reports, assist with hiring and onboarding, and partner with the Manager to execute short- and long-term department objectives.