LOS ANGELES CUSTOMER EXPERIENCE SUPERVISOR

Sender One Service; Los Angeles (CA); On-site; USD 34,440 - 38,572; Full time

Job summary

Sender One Service in Los Angeles, CA is seeking a Customer Experience Supervisor to develop the team and embody Sender One’s core values while delivering an outstanding guest experience at the LA location.

In this role you will lead the customer experience staff, manage direct reports, act as manager on duty to handle escalations, oversee new-hire progress, provide coaching, and collaborate with the Manager on strategic objectives.

Qualifications

• Supervisory experience in a fitness/gym environment.
• Ability to lead and coach a team to deliver excellent customer experience.
• Willingness to work weekends and varied shifts.
• Open to feedback and continuous improvement.

Responsibilities

• Build and sustain staff and community culture aligned with Sender One’s values.
• Lead, manage and hold direct reports accountable.
• Manager on duty to resolve escalated customer issues.
• Oversee new hire progress using the Training Checklist.
• Provide coaching and feedback to staff on shift.
• Monthly check-ins with staff for accountability and performance.
• Communicate staff issues with the Manager.
• Assist with interviews and onboarding.
• Understand other gym department functions.
• Assist the Manager with delegated administrative duties.
• Execute short and long-term department objectives.

Skills

Leadership experience

Team coaching

Customer service

Communication

Staff development

Tools

Google Suite

Paycom

Rock Gym Pro

Job description

Job Details

Location: SENDER ONE LAX - LOS ANGELES, CA 90045
Salary Range: $25.00 - $27.50 Hourly

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 & 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 & 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 week (Sun - Sat);
• Must be fully available to work at least one weekend day per 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.