CUSTOMER EXPERIENCE SUPERVISOR

Sender One Service; Lakewood (CA); On-site; USD 34,000 - 38,000; Full time

Job summary

Sender One Lakewood in Lakewood, CA is seeking a Customer Experience Supervisor to develop the team and embody our core values. You will lead as a coach, ensuring the staff delivers an outstanding experience for every guest who walks through our doors.

You will build staff culture, mentor and evaluate performance, handle escalations as manager-on-duty, participate in hiring, and coordinate with other departments to meet department objectives.

Qualifications

• Experience leading and developing a team of staff with a focus on service quality.
• Strong communication and delegation skills with respectful, clear guidance.
• Passion for climbing, mentoring, and instructing diverse ages.
• Ability to think creatively to solve problems and motivate staff.
• Willingness to receive feedback and actively grow professionally.

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

Staff leadership

Communication

Team building

Coaching

Initiative

Tools

Google Suite

Paycom

Rock Gym Pro

Interviewing experience

Job description

Job Details: Job Location: SENDER ONE LAKEWOOD - LAKEWOOD, CA, Position Type: Full Time, Hourly, Salary Range: $25.00 - $27.50Hourly, 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 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.

PROFILE & EXPERIENCE:: 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 30 hours or 4 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.