ABP Operations Specialist

Bouldering Project’s mission is to foster meaningful human connection with the most inspiring and inclusive climbing, movement, and community spaces. We care deeply about humans. We’re driven by the pursuit of better. We create joyful places and pathways for climbing, fitness, yoga, and social experiences that inspire people to challenge themselves and engage in a lifestyle centered around health, friendship, and purpose. 

Operations Specialists

Operations Specialists are responsible for welcoming and servicing the customers at the Austin Bouldering Project, as well as maintaining a clean, safe, and presentable facility. Individuals in this position will process transactions at registers, sell memberships and other services to customers, support our mission of positive customer experiences, and complete other unique customer service functions. Operations Specialists are responsible for creating a welcoming and inclusive environment by greeting all customers and treating all climbers with equality and respect. Operations Specialists provide facilitation for birthday parties, events, and individual and group instruction in the gym. Operations Specialists promote and maintain a standard of cleanliness at the gym by performing regular cleaning duties. Operations Specialists are also responsible for communicating the rules and safety regulations at the facility as well as ensuring that these guidelines are followed—consequently, Operations Specialists are the front line of safety at the gym.

Austin Bouldering Project Customer Service Goals:

1. Provide the highest quality of customer service in the industry.

2. Offer a clean and well-maintained climbing gym and fitness facility.

3. Promote the gym and its offerings.

4. Ensure the safety and well-being of climbers through communication and support of facility rules. 

GENERAL RESPONSIBILITIES

• Welcomes all customers and introduces new climbers to the facility and rules.
• Actively responds to customer needs, membership and event questions, inquiries, and feedback.
• Provides customers with product, membership, and event information.
• Processes purchases, membership, service and return transactions at the register in alignment with ABP customer service goals.
• Identifies, researches, and resolves customer issues.
• Follows document retention, scanning, processing, and disposal guidelines.
• Engages with customers, providing assistance with climbing, orientation, and facility offerings.

• Maintains a clean, organized, and presentable facility and retail area for members and guests.
• Maintains and stocks retail area.
• Performs regular bathroom and facility walkthroughs, immediately remedying instances in need of attention.
• Maintains customer lost and found area, keeping the area organized and properly labeling lost items.
• Works with the maintenance team and other staff to perform regular cleaning duties.
• Follows opening and closing cleaning and facility procedures.
• Other duties as assigned. 

• Facilitates check-in, waivers, rental shoes, and facility rules and orientation with groups, birthday parties, and event participants.
• Instructs climbing classes as requested.
• Participates in individual and group instruction as requested.

• Ensure that all customers using the facility have an active waiver on file and are aware of the rules and regulations of the facility.
• Provides safety to customers through instruction and orientation.
• Ensures the safety of staff and customers via regular safety walkthroughs.
• Responds to accidents and incidents following the Safety Manual and Protocol.
• Administers first aid in accordance with Safety Manual and ABP Protocol.
• Documents incidents through incident report log. 

• Ability to stand/walk for 6 hours.
• Previous cashiering experience preferred.
• Previous customer service experience preferred.
• Effective communication skills.
• Ability to adhere to company policies and procedures.
• Excitement and enthusiasm about working in the outdoor industry.

• Memberships for employees and spouses.
• Gear and merchandise discounts in-store and at local retailers.
• Health and well-being programs for eligible staff.
• A work environment where community, respect, and balance are core values.

INTERPERSONAL CONTACTS

It is imperative to maintain excitement about the culture and community at the Austin Bouldering Project. Operations Specialists are at the forefront of this aspect of the gym. Operations Specialists are the representative of the community supported by the ABP and must conduct themselves accordingly.

WORKING CONDITIONS

Many duties require the availability to work a flexible schedule based on business needs and events, including evenings and weekends. Staff duties often occur before and after operating hours

Bouldering Project strives to embody equal opportunity in our workplaces. We believe that different perspectives and identities strengthen our communities and unlock our potential.

Salary : $15 - $18