ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST

Wage Scale: $21.00 - $22.00 (Level 1: $21.00 | Level 2: $22.00)

Overview: A Customer Experience Specialist is someone who is enthusiastic, self-motivated, and proactive. Delivers outstanding customer experiences to new visitors, guests, members, and partners who walk through our doors.

Customer Experience Specialist, Level 1 Responsibilities:

- Provide excellent customer service to all guests at Sender One and Sender City to create memorable climbing experiences;

- Have a high level of product knowledge of gym offerings including but not limited to Day Use, Multi Day Use, Sender One Memberships, Sender City, Groups & Parties, Programs (adult and youth), Yoga & Fitness, and ongoing community & gym events;

- Lead introduction climbing courses, provide orientation tours, and administer top rope belay test;

- Work with kids and adults in Sender City;

- Manage the inherent risks involved with climbing & training;

- Assist all members and guests with the check in and out process;

- Assist the team to meet sales goals set by the leadership team;

- Respond to guest inquiries via email, phone, or in-person in a timely, friendly and efficient manner;

- Assist and communicate with fellow team members and other departments such as Programs, Facilities, Groups & Parties, Marketing, Retail, and Route Setting wherever necessary;

- Ability to lift and carry a minimum of 50 lbs.;

- Have a basic understanding and ability to assist with Pro Shop products;

- Complete department & operations checklist(s) in a timely manner;

- Take initiative to help the team progress to our shared purpose - discover ourselves and connect with others through climbing;

- Additional Operational duties as assigned and within Customer Experience purview.

Customer Experience Specialist, Level 2 Responsibilities (In Addition To Level 1 Responsibilities):

- Independently Party Lead (https://docs.google.com/document/d/1MsKDfrgym1w55xc-7pxnAWMiR7pSTGNlPcDGNCZtFTo/edit?usp=sharing) weekday and/or weekend groups & parties events;

- Independently administer lead climbing and belay checks in accordance with Sender Ones policies & procedures.

Qualifications

Profile:

- Passionate about climbing, working with kids, and instructing;

- Maintain an optimistic outlook during peak & non-peak hours and consistently offer excellent customer experiences;

- Excellent at risk and time management;

- Maintain an optimistic outlook during peak & non-peak hours and consistently offer excellent customer experiences;

- Ability to harness imagination and find novel approaches to shared responsibilities;

- Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;

- Open to receiving and 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:

- First Aid/CPR certified;

- Top rope & lead belay and climbing experience;

- Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.;

- Knowledge of Rock Gym Pro software;

- Knowledge of Basecamp;

- Experience coaching and instructing.

Time Commitment:

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

- Must be able to work a minimum of 16 hours or 2 shifts per work week (Sun - Sat);

- Must be able to attend the Mandatory All Staff meetings.