The Climbing Collective Philadelphia Rock Gyms Title:

Customer Experience Staff Department:

CX/Ops & Programs Reports To:

Gym Director Employment Type:

Part-Time, Hourly (Non-Exempt)

Compensation:

$12-$15 Hourly, Based on

Experience Position Summary:

The Customer Experience (CX) Staff supports safe, welcoming, and professionally operated gym experiences. This role combines customer service, group/program support, belaying, community growth, and facility operations. The employee serves as an on-duty resource for guests while maintaining company safety, operational, and customer-experience standards.

Core Responsibilities:

Customer Experience, Programs & Community

• Create a welcoming, positive, and professional experience for every member, guest, participant, and family.
• Deliver exceptional customer service by greeting guests promptly, answering questions, and providing knowledgeable assistance.
• Build positive relationships with members by being approachable, attentive, and responsive to their needs.
• Support the successful execution of group events, birthday parties, classes, youth programs, camps, and other scheduled activities.
• Assist with participant check-in, equipment setup, belaying, group transitions, and overall program logistics.
• Educate guests on memberships, programs, events, retail offerings, and gym policies to enhance their overall experience.
• Resolve customer questions and concerns professionally, escalating issues to management when appropriate.
• Foster a safe, inclusive, and community-focused environment by maintaining a positive attitude, reinforcing safety standards, and representing the organization with professionalism at all times. Operational Standards & Safety
• Serve as a reliable team member, helping ensure a safe, welcoming, and organized environment during assigned shifts.
• Completing assigned tasks, maintaining cleanliness, and ensuring smooth shift transitions.
• Communicate staffing or operational concerns to management and help support adequate coverage during programs, peak hours, and special events. Retail, Register & Administrative Responsibilities
• Operate the POS system and complete accurate sales, rentals, waivers, bookings, and documentation.
• Complete opening and closing cash procedures, including safe management.
• Monitor retail inventory, communicate stock needs, stock shop items, and maintain quality standards.

Time Commitment:

• Part-time, hourly position with evening, weekend, and holiday availability strongly preferred.
• Employees must be prepared to actively begin their assigned duties at the scheduled start of their assigned shift and maintain reliable attendance and punctuality.
• If unable to work a scheduled shift, the employee is responsible for finding a qualified replacement and notifying management promptly.
• Responsibilities and schedules may vary based on staffing levels, group bookings, events, and business needs.
• Minimum commitment of 18 hours per week, with scheduled shifts consisting of a combination of front desk, coaching, belaying, and other operational responsibilities assigned.

Preferred Qualifications:

• Willingness to become Top Rope Belay, Auto Belay, and Bouldering certified at the Philadelphia Rock Gyms
• Strong communication, customer service, conflict-resolution, problem-solving, and decision-making skills.
• Ability to remain attentive for extended periods and manage multiple priorities during busy shifts.
• Comfortable working with youth and families.
• Experience in climbing gyms, recreation, fitness, hospitality, retail, or customer service environments preferred but not required.
• Ability to become

CPR/AED/First Aid Certified Additional Notes:

This job description is intended to describe the general responsibilities and expectations of the role and is not intended to represent a complete or exhaustive list of duties. Responsibilities may evolve based on business needs, company initiatives, staffing structures, and organizational priorities.

Pay:

$12.00 - $15.00 per hour

Benefits:

Employee assistance program Employee discount Flexible schedule Paid time off Application Question(s): How many hours can you minimally work in a week? What is your hourly pay requirement? Are you able to work weekends? Are you able to work Morning shifts? Are you able to work afternoon shifts? Are you able to work evening shifts? What relevant work or education experience do you have? Ability to

Commute:

Oaks, PA 19456 (Required)

Work Location:

In person