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:
- 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.
