SANTA ANA CUSTOMER EXPERIENCE SHIFT LEAD

Job DetailsJob Location: SENDER ONE SNA - SANTA ANA, CA 92705Position Type: Part TimeSalary Range: $23.00 - $24.00 HourlyOverview: 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. PROFILE & EXPERIENCEProfile: 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.