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

iFLY Careers•Austin, TX

5d•Onsite

About The Position

During your first 30 days of employment, iFLY will guarantee a minimum hourly rate of $18.00 (you can earn more with commissions!) After 30 days, your base rate will be $14.00 plus commissions. Our mission is to deliver the dream of flight! Learn about iFLY’s Indoor Skydiving. iFLY is a global company with 35 U.S. locations. This is an exciting opportunity to join an established, successful, innovative company that supports your professional development. We are 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. If an exciting, dynamic, collaborative workplace is for you, then apply! 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 exemplify and deliver our core values of SOAR: Safety First, Outrageous Passion, Accountability, 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
Stand for about 8 hours a day while working on a point-of-sale system
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) and; Parental Leave
Company Holidays
401k retirement investment
Private Wellness Coaching
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