ALISO VIEJO CUSTOMER EXPERIENCE SPECIALIST

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.