ALISO VIEJO CUSTOMER EXPERIENCE SUPERVISOR
Summary
Oversee and coach a customer service team at a climbing gym, ensuring positive guest experiences and staff accountability while handling escalations and training.
Overview:
A Customer Experience Supervisor is someone who develops the team and embodies Sender One’s core values when making decisions. As a leader and coach, the Customer Experience Supervisor ensures their team creates an outstanding experience for everyone who walks through our doors.
Responsibilities:
- Build and sustain the Customer Experience staff and community culture at their location that aligns with Sender One’s core values, purpose, and brand promise;
- Lead, manage, and hold all direct reports accountable;
- “Manager on duty” to resolve customer issues/complaints that escalate beyond what the frontline & Shift Lead staff can handle in the absence of the Customer Experience Manager;
- Oversees all new hire progress using the Customer Experience Training Checklist;
- Provides positive and constructive feedback and coaching to new hires and existing staff on shift;
- Checks in with assigned staff on a monthly basis and coaches for accountability and performance;
- Communicates operational, customer service, risk management, and staff issues with the Manager;
- Assists with the interview & hiring process, including phone, first, or final interviews, and onboarding;
- Understands other gym department functions and offerings;
- Assists the Customer Experience Manager with delegated administrative duties;
- Execute short and long term department objectives in collaboration with the Manager and other Supervisors.