Job Description

Job Location: SENDER ONE SNA - SANTA ANA, CA 92705
Position Type: Part Time
Salary Range: $23.00 - $24.00 Hourly

Overview: A Customer Experience Shift Lead is someone who is enthusiastic, self-motivated, and proactive. As a leader and coach, the Customer Experience Shift Lead ensures their team creates an outstanding experience for everyone who walks through our doors.
Responsibilities:
- Leads by example to help motivate and direct staff to strategically cover Customer Experience responsibilities, ensuring a smooth execution of daily operations and delivery of quality customer services to guests;
- “Manager on duty” to resolve customer issues/complaints that escalate beyond what the frontline staff can handle in the absence of the department supervisor and/or manager;
- Oversees all on shift new hire training and keeps the rest of the team informed about their progress;
- Provides positive and constructive feedback and coaching to new hires and existing staff on shift;
- Manages the daily completion of front desk and Sender City checklists;
- Manages the daily schedule to ensure all staff are following scheduled breaks & lunches and abiding by state & federal laws;
- Communicates operational, customer service, risk management, and staff issues with Customer Experience Manager;
- Leads Huddles to communicate any operational, location, and/or departmental information;
- Leads staff in Sender City, ensuring staff are engaged with parents & climbers throughout each session.

QualificationsProfile:
- 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 certification required;
- Lead belay and climbing experience preferred;
- Experience working with kids;
- Experience coaching and instructing preferred;
- Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.
- Knowledge of Rock Gym Pro preferred.
Time Commitment:
- Must be fully available to work a Shift Lead shift at least one weekend day per work week (Sun - Sat);
- Must be fully available to work a Shift Lead shift at least one evening day per work week (Sun - Sat);
- Must be able to work a minimum of 16 hours or two shifts per work week (Sun - Sat);
- Must be available to attend monthly Customer Experience Shift Lead meetings;
- Must be able to attend the Mandatory All Staff Quarterly meeting.