ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST
$43,680–$45,760 year
On-siteAliso Viejo, California, United States
Job Summary
Deliver outstanding customer experiences to guests at Sender One and Sender City by providing excellent service, administering top rope belay tests, and leading introduction climbing courses. Manage inherent climbing risks, assist members with check-in/out processes, and respond to inquiries via email, phone, or in-person. Independently lead weekday and weekend groups and parties while administering lead climbing and belay checks in accordance with policies. Collaborate with departments including Programs, Facilities, and Retail to meet sales goals and complete department operations checklists. Maintain product knowledge of gym offerings, yoga, fitness programs, and community events. Must be fully available to work at least one weekend day per week and a minimum of 16 hours or two shifts per week. First Aid/CPR certification and top rope experience required.
Required Qualifications
- Ability to lift and carry a minimum of 50 lbs.
- 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
- 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
Desired Qualifications
- 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
- 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
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