At Diventures, where safety is our number one priority and fun is our number one goal, we are in the relationship business. The Customer Experience Lead contributes to the success of Diventures by consistently building and maintaining positive experiences and lasting relationships with our customers through high-touch, high-communication, personalized customer service.
The Customer Experience Lead is someone who demonstrates a high level of knowledge and skills in Diventures equipment and programming. The Customer Experience Leads are trainers and leaders of others, running shifts efficiently when managers are not present.
The Customer Experience Lead has the same responsibilities of Customer Experience Specialists with the increased responsibility of delegating and overseeing projects when there are no managers in the store. The Customer Experience Lead is responsible for training Customer Experience Trainee's on policies, procedures, and product knowledge. The Customer Experience Lead is expected to have an advanced knowledge of swim programming, SCUBA training, retail product, travel, and all Diventures processes and SOP's.
The Customer Experience Lead is consistently building relationships with customers and has a high-level understanding of what it takes to provide concierge level service to customers. As the leader of the Customer Experience Specialists, the Customer Experience Lead is expected to emulate the behaviors the Customer Experience Specialists should demonstrate. The Customer Experience Lead must be an efficient problem solver, providing solutions to customers in a short time frame with a sense of urgency and attention to detail.
Key Attributes of the Successful Diventures Customer Experience Lead
โข Attention to Detail
โข Problem Solver
โข Initiative
โข Engaging
โข Personable
โข Curious
โข Driven
โข Results Oriented
โข Ownership Mentality
โข Analytical Thinker
โข Strong Work Ethic
โข Team Player
โข Customer Focused
โข Sense of Urgency
Competencies
โข Diventures Way Training (position specific)
โข Master Diver Certification or higher
โข Subject matter expert of Swim and SCUBA programming