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

iFLY Indoor Skydiving • Houston, TX

5d • 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. iFLY is a global company with 31 U.S. locations, dedicated to delivering the dream of flight through indoor skydiving.

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 judgment while staying focused and attentive throughout the duration of the 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 assists 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 the 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 supervisor for part or all of assigned shifts, providing leadership and direction to the team.
• Act as a Customer Service Representative (CSR) or Instructor during assigned shifts, delivering high-quality customer interactions.
• Oversee opening and closing procedures, including security system management, equipment setup/shutdown, cleanliness checks, and securing all entry points.
• Uphold iFLY’s mission and values in every interaction, serving as a role model for the team.
• Resolve customer issues promptly and professionally, ensuring a world-class experience for all visitors.
• Monitor daily operations to ensure seamless, efficient workflows and adherence to company policies.
• Educate team members on operational best practices and customer engagement to maintain high standards of safety and service.
• Engage and motivate team members to drive performance and achieve location goals.
• Conduct routine checks of equipment, facilities, and inventory to support smooth daily operations.
• Assist in tracking sales and performance metrics, contributing to location objectives and targets.
• Covering for the manager, answering customer calls, assisting with customer and team member incidents, and assisting vendors in the building.

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