SANTA ANA CUSTOMER EXPERIENCE SHIFT LEAD

Overview: A Customer Experience Shift Lead is someone who is enthusiastic, self-motivated, and proactive. As a leader and coach, the Customer Experience Shift Lead ensures their team creates an outstanding experience for everyone who walks through our doors. Responsibilities: Leads by example to help motivate and direct staff to strategically cover Customer Experience responsibilities, ensuring a smooth execution of daily operations and delivery of quality customer services to guests; “Manager on duty” to resolve customer issues/complaints that escalate beyond what the frontline staff can handle in the absence of the department supervisor and/or manager;   Oversees all on shift new hire training and keeps the rest of the team informed about their progress;   Provides positive and constructive feedback and coaching to new hires and existing staff on shift; Manages the daily completion of front desk and Sender City checklists; Manages the daily schedule to ensure all staff are following scheduled breaks & lunches and abiding by state & federal laws; Communicates operational, customer service, risk management, and staff issues with Customer Experience Manager; Leads Huddles to communicate any operational, location, and/or departmental information; Leads staff in Sender City, ensuring staff are engaged with parents & climbers throughout each session.