ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST
Summary
Customer Experience Specialists greet and orient guests at a climbing gym, lead intro courses and belay tests, manage check-in/out, and support sales goals while maintaining safety standards. Core skills include customer service, climbing instruction, risk management, and gym operations.
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.