Aliso Viejo Customer Experience Specialist

ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST# ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST SENDER ONE ALISO VIEJO - ALISO VIEJO, CA 92656## Overview Salary Range $21.00 - $22.00 Hourly Position Type Part Time##

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 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.