ALISO VIEJO CUSTOMER EXPERIENCE SUPERVISOR

Job DetailsJob Location: SENDER ONE ALISO VIEJO - ALISO VIEJO, CA 92656Position Type: Full Time, HourlySalary Range: $25.00 - $27.50 HourlyOverview: 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.  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 & 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.