Front Desk / Customer Service Representative - Key Holder (Shift Leader)

iFLY Indoor Skydiving • Oak Ridge North, TX

3d • Onsite

About The Position

iFLY is seeking an enthusiastic Customer Service Representative (CSR) to sell iFLY’s unique indoor skydiving experience! CSRs have strong selling, communication, and customer service skills, are willing to learn and grow, and often act as the first point-of-contact to iFLY customers. This role includes eligibility for Key Holder designation, a leadership responsibility assigned to select CSRs. Key Holders support shift leadership by assisting with opening and closing procedures, ensuring operational readiness, and serving as a point of support for team members during assigned shifts. The Key Holder designation does not replace the primary CSR role and is assigned based on business needs and performance. Every team member on the iFLY Flight Crew exemplifies and delivers our core values of SOAR: Safety First, Outrageous Passion, Accountability, and Respect.

Requirements

• Must be 18 years of age or older
• Weekend availability is required
• High school diploma or equivalent (required)
• Exceptional sales skills
• Exceptional customer-service skills
• Confidence in phone and face-to-face communication
• Ability to resolve conflicts, to multi-task, and to understand customer needs
• Friendly, upbeat, compassionate, and personable attitude
• Integrity, punctuality, and professional appearance
• Ability to work well within a team maintaining positive relationships
• Basic computer skills
• Ability to stand for about 8 hours a day while working on a point-of-sale system
• Ability to exercise good judgement while staying focused and attentive throughout the duration of flight session while operating tunnel wind at speeds up to 160 mph

Responsibilities

• Promote customer safety throughout their time in the wind tunnel and facility
• Actively listen to guests to recommend and sell experiences that improve their time at iFLY
• Maintain a positive and friendly attitude that excites customers about the experience and assist them in a timely manner
• Resolve product/service issues by clarifying complaints, selecting the appropriate solutions, expediting the correction, and following through
• Stock merchandise, clean and maintain facility, operate the wind tunnel, process refunds & reschedule
• As needed, participation in marketing related photography, video, and social content capture for promotional usage
• Serve as the designated Key Holder for part or all of assigned shifts
• Support opening and closing procedures, including securing the facility and systems
• Act as a role model for safety, customer service, and company values
• Provide guidance and support to team members in the absence of management
• Perform all standard CSR duties during assigned shifts

Benefits

• Competitive Salary and performance bonus opportunities
• Medical, dental, vision and supplemental plans
• Paid time off (PTO)
• Parental Leave
• Company Holidays
• 401k retirement investment
• Employee Assistance Programs (F2F counseling, financial coaching, legal counseling & mediation services)
• Tuition reimbursement
• Referral bonus program
• Team member discount on retail merchandise and flight packages
• Free flight time for team members and family
• Ongoing training and development program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED