ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST

## JOB DESCRIPTION

**Wage Scale:**$21.00 - $22.00 (Level 1: $21.00 | Level 2: $22.00)

**Overview:** A Customer Experience Specialist is someone who is enthusiastic, self-motivated, and proactive. Delivers outstanding customer experiences to new visitors, guests, members, and partners who walk through our doors.

**Customer Experience Specialist,** **Level 1** **Responsibilities:**

• Provide excellent customer service to all guests at Sender One and Sender City to create memorable climbing experiences;
• Have a high level of product knowledge of gym offerings including but not limited to Day Use, Multi Day Use, Sender One Memberships, Sender City, Groups & Parties, Programs (adult and youth), Yoga & Fitness, and ongoing community & gym events;
• Lead introduction climbing courses, provide orientation tours, and administer top rope belay test;
• Work with kids and adults in Sender City;
• Manage the inherent risks involved with climbing & training;
• Assist all members and guests with the check in and out process;
• Assist the team to meet sales goals set by the leadership team;
• Respond to guest inquiries via email, phone, or in-person in a timely, friendly and efficient manner;
• Assist and communicate with fellow team members and other departments such as Programs, Facilities, Groups & Parties, Marketing, Retail, and Route Setting wherever necessary;
• Ability to lift and carry a minimum of 50 lbs.;
• Have a basic understanding and ability to assist with Pro Shop products;
• Complete department & operations checklist(s) in a timely manner;
• Take initiative to help the team progress to our shared purpose - discover ourselves and connect with others through climbing;
• Additional Operational duties as assigned and within Customer Experience purview.

**Customer Experience Specialist,** **Level 2** **Responsibilities (In Addition To Level 1 Responsibilities):**

• Independently [Party Lead](https://docs.google.com/document/d/1MsKDfrgym1w55xc-7pxnAWMiR7pSTGNlPcDGNCZtFTo/edit?usp=sharing) weekday and/or weekend groups & parties events;
• Independently administer lead climbing and belay checks in accordance with Sender One’s policies & procedures.

## PROFILE & EXPERIENCE

**Profile:**

• Passionate about climbing, working with kids, and instructing;
• Maintain an optimistic outlook during peak & non-peak hours and consistently offer excellent customer experiences;
• Excellent at risk and time management;
• Maintain an optimistic outlook during peak & non-peak hours and consistently offer excellent customer experiences;
• Ability to harness imagination and find novel approaches to shared responsibilities;
• Ability to learn and grow from each task, challenge, and interaction while seeing them through to the end;
• Open to receiving and 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:**

• First Aid/CPR certified;
• Top rope & lead belay and climbing experience;
• Knowledge of Google Suite – Gmail, Sheets, Docs, Drive, etc.;
• Knowledge of Rock Gym Pro software;
• Knowledge of Basecamp;
• Experience coaching and instructing.

**Time Commitment:**

• Must be fully available to work at least one weekend day per work week (Sun - Sat);
• Must be able to work a minimum of 16 hours or 2 shifts per work week (Sun - Sat);
• Must be able to attend the Mandatory All Staff meetings.