CUSTOMER EXPERIENCE SUPERVISOR

Overview:

A Customer Experience Supervisor is someone who develops the team and embodies Sender Ones 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 Ones 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.

Qualifications

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 24 hours or 3 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.