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.
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.