Operations Specialist

About Bouldering Project

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.

About the Role

Operations Specialists are responsible for welcoming and servicing the customers at the Seattle Bouldering Project-Fremont, 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—consequentially, Operations Specialists are the front line of safety at the gym.

General Responsibilities

Customer Service, Sales, Cashiering, Customer Accounts

• Welcomes all customers and introduces new climbers to the facility and rules with an energetic attitude.
• 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 BP 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.
• This role requires the ability to make outbound phone calls for sales, membership renewals, and collecting customer feedback.

Cleaning and Facility Maintenance

• 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 areas, 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.

Group Facilitation and Instruction

• Facilitates check-in, waivers, rental shoes, and facility rules and orientation with groups, birthday parties, and event participants.

Facility Safety and Incident Response

• 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 BP Protocol.
• Documents incidents through incident report log.

Interpersonal Contacts

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

Expectations

It is imperative to maintain excitement about the culture and community of fitness at Bouldering Project. BP is a community-oriented company and strives to lead by example by making our offerings accessible to all. BP believes safety is first, quality over quantity and all are welcome, and we expect leaders to embody these values.

Working Conditions

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

Benefits

• Free memberships for the employee and a plus one.
• Access to industry merchandise discounts.

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

• This is for the Fremont and Upper Walls locations only
• Experience in a gym or customer service position is recommended
• This role requires the ability to make outbound phone calls for sales, membership renewals, and collecting customer feedback
• Must be available for closing shifts and at least one weekend day (Saturday or Sunday)
• 10 - 15 hours a week