LAKEWOOD CUSTOMER EXPERIENCE SPECIALIST, LEVEL 1

LAKEWOOD CUSTOMER EXPERIENCE SPECIALIST, LEVEL 1 Be among the first 25 applicants

Wage Scale:

$18.50 - $19.00 (Level 1: $18.50 | Level 2: $19.00)

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.

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.

Level 2 Responsibilities (In Addition To Level 1)

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

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;

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.

Seniority level

Entry level

Employment type

Part-time

Job function

Other

Recreational Facilities

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