Customer Service Associate (FT)

About the role

Rainbow Dome is seeking full-time (32 hours/week) Customer Service Associates (CSAs) to support our day-to-day programming operations and facility needs of Rainbow Domes roller skating rink and arts venue. The ideal candidate will have experience in customer service, a passion for cultivating spaces that are joyful and foster belonging for diverse audiences, particularly people who identify as Queer; People of the Global Majority; disabled and neurodivergent; and artists and creatives. They will be committed to Rainbow Domes culturally sensitive customer service policies and practices, such as antiracist practices, genderaffirming hospitality and deescalation techniques. They will understand the importance of problemsolving, communicating consistently and proactively, as well as be ready to be flexible and adapt as Rainbow Dome changes and grows their operations. Evening and weekend availability are required.Who We AreRainbow Dome is an artistled, queercentric hub that gathers people across differences to experience joyinmotion through art and activities, with rollerskating being our foundational activity for connection. Rainbow Domes audience shares experiences of intersectionality and marginalization within the dominant culture of the US, and includes people who identify as Queer; Black, Brown, disabled and neurodivergent; and artists and creatives. Rainbow Dome formed out of a need for a social space for marginalized communities that centers joy and play as catalysts for authentic social connection. Rainbow Domes programming is threefold:Art of Gathering: Produce humancentered events to invite our audience to experience joyinmotion. One of our primary activities is roller skating.Creative World Building: Fabricate artwork to elevate our audiences experience of joy and support imagination and new possibilitiesPlatforms for Artists (2) fabrication of artwork in our studio; and (3) collaboration across our team.What Youll DoCustomer Service Associates (CSAs) report to the Customer Service Circle, which is led by the Operations Manager and are responsible for the following:Admissions, Concessions + Skate RentalGreet guests, check them in, have them sign waivers, sell tickets and monthly memberships.Check skates in and out, answer questions about rentals, clean and maintain skates in good condition, always ensuring that skates are safe to use.Handle cash and point-of-sale transactions accurately, responsibly and safely.Promote and sell RD merchandise.Restock and support RD vending machine operations (concessions), as necessaryGuest Experience + Problem SolvingAnswer phone and in-person questions about hours, events, pricing, private bookings, accessibility, etc.Resolve guest concerns and complaints calmly and with care.Venue + Event SupportSupport with communicating and upholding venue policies (safety rules, code of conduct, age restrictions for certain events, etc.) in a way that's clear, firm, and respectful.Support and sometimes lead setup, guest flow, and day-of logistics for events.Monitor the front desk, rental counter, and skate floor to make sure guests are having a safe, positive experience.Proactively identify and resolve potential conflicts and issues as they arise during a shift. Escalate to Manager on Duty when necessary.Keep the front-of-house area clean, organized, and welcoming.Team CultureChampion an inclusive, affirming environment for guests and team members.Participate as a member of Rainbow Dome by engaging in the sociocratic structure through ongoing learnings and shared accountability.Serve as a member of the Customer Service Circle, supporting staff development, retention, culture, and policy improvements. This time is paid at the same hourly rate as traditional rink duties.Opportunity to nominate and be nominated to represent the Customer Service team as a delegate at Rainbow Domes Programs Circle. Per Rainbow Domes sociocratic structure, the Customer Service Circle is a branch of the Programs Circle, whose aim is to design, plan, and implement Rainbow Domes public programs. The delegate attends meetings of both the root circle and their own. All Customer Service Associates will have the opportunity to nominate and be nominated to represent the Customer Service team as a delegate at Rainbow Domes Accountability + Culture Circle (A People of the Global Majority; disabled and neurodivergent; and artists and creatives. Committed to Rainbow Domes culturally sensitive customer service policies and practices related to being anti-racist, gender affirming and de-escalatory. Approaches work with a joyful attitude with an orientation towards fun. Rollerskating and joy-in-motion are Rainbow Domes foundational activities joy and play are treated as catalysts for authentic connection, not an afterthought.Reliability: The ideal candidate will understand the importance of arriving to scheduled shifts on time, being consistent and communicating as proactively as possible when issues arise that may impact attendance. Evening and weekend availability required. Models and inspires accountability: Inspires and motivates others to take action and meet goals. Delegates skillfully. Inspires accountability and acknowledges growing edges (in self and others). Maintains joy and fun even when things are hectic.Strong communication and self-advocacy skills: Committed to problem-solving, communicating consistently and proactively. Supports and upholds venue policies related to safety, age restrictions, accessibility, etc. in a way thats clear, firm and respectful.Coach and learning mentality: Uses coaching, training, and feedback to continually improve own performance, help team members grow, and support problemsolving. Sees mistakes as learning opportunities. Seeks and engages well with feedback. Flexibility and willingness to adapt to a fastchanging work environment.The following are plusses, but are not requirements:Love art and/or roller skatingKnowledge of roller skate maintenance and roller rink operationsCustomer service experience Experience with de-escalationFamiliarity with Sun Valley neighborhoodFluency in Spanish and/or American Sign LanguageDuring your first few weeks, you will:Participate in a 2 week paid onboarding program alongside other newly hired Customer Service Associates starting on Tuesday, October 13th and with training ending with the Grand Opening of the rink. Upon completion, there will be a continued but less intensive onboarding process for approximately 90 days.Support Rainbow Domes soft and grand opening events; this would include (specific timing of these events TBD):Soft Openings:Friends + Family on the evening of Friday, October 16th Community Organizations + Funders on the evening of Saturday, October 17thSun Valley + Surrounding Neighborhood Orgs during the day Sunday, October 18th Grand OpeningRainbow Domes first official date where it will be open to the publicFriday, October 23rd What Else You Should KnowRainbow Dome is an equal opportunity employer and we value having staff who come from communities that are representative of our audience. We encourage people of the global majority, LGBQIA+ people, transgender and gender nonconforming people, and people with disabilities to apply.The position is full-time, hourly, and is based in Denver, Colorado. Rainbow Domes uses sociocracy as our governance system and organizational structure, which organizes areas of work into circles. Customer Service Associates will be members of the Customer Service Circle. This circle is led by the Operations Manager. Customer Service Associates will also nominate a delegate to support the Accountability