ALISO VIEJO CUSTOMER EXPERIENCE SUPERVISOR

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.