LOS ANGELES CUSTOMER EXPERIENCE SHIFT LEAD

## JOB DESCRIPTION

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.

## PROFILE & EXPERIENCE

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 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.