Customer Service Representative (Full Time)

Customer Service Representative (CSR)

iFLY Indoor Skydiving in Miami and is hiring an enthusiastic, customer-centric team. iFLY pioneered the body-flying 'indoor skydiving' experience and is the world leader in vertical wind tunnel technology.

Each day we're inspired by all types of people who choose to fly. We celebrate when we watch athletes win competitions. We cheer when youth who are part of our Flight School program learn to fly. We're moved emotionally any time our All Abilities program helps anyone with physical and cognitive challenges spread their wings.

While everyone at iFLY Miami comes from different walks of life, we challenge ourselves to learn, to grow and to progress together both as flyers and people. We don't just believe in the dream of flying. We live it every day.

Join us. Choose to fly.

About the Role

As a Customer Service Representative (CSR) you're the first person our guests meet when they walk in the doors, and you set the stage for an adventure unlike any other.

You're there to tell them what to expect, ease any nerves, and answer any questions about how the world's most advanced wind tunnel works. You'll listen to guests and use your sales skills to recommend products that will meet their needs and improve their time at iFLY.

Once guests are checked in and ready to fly, you'll ensure they feel at home on the flight deck until our team of flight instructors takes over.

You'll love seeing the look on people's faces as they fulfill their dreams of flight and become part of one of the greatest communities out there. You'll make instant friends with our guests, share your passions, celebrate each other's achievements, and look forward to the next time you can do it all over again. That's what it's like when you're a CSR who makes magic happen every day.

Daily Responsibilities

• Taking the safety of our guests and team seriously, adhering to all safety policies and best practices.
• Listening to guests to recommend and sell flight experiences, gifts, and merchandise.
• Efficiently checking in guests so flight sessions run on schedule.
• Being hospitable and ensuring that waiting guests are comfortable and know what to expect.
• Accurately handling cash register operations and cash transactions.
• Quickly shifting gears from one job function to another. One minute you may be taking reservations over the phone and the next minute, you're giving a family a tour of the facility, showing them how exciting it is to fly.
• Tagging and displaying merchandise according to visual merchandising standards.
• Contacting guests by phone to confirm upcoming reservations and ensure waivers are completed in advance of their arrival.
• Regularly cleaning and maintaining portions of the facility and grounds.
• Taking photos and videos for guests, company social media channels, etc.
• De-escalating any negative situations, involving management when necessary.
• Attending off-site promotional events to explain what iFLY is like, take new reservations, and sell gift vouchers.
• Additional duties based on business needs. The primary responsibility of all iFLY team members is to prioritize their activities based on the needs of the business, coupled with leadership direction. As iFLY continues to grow and evolve, so will the duties of our team members.

Preferred Attributes

• A natural at communicating with guests, either individually or in small groups.
• Approachable and easy to talk to, a good listener, and empathetic.
• Focused on prioritizing the person in front of you over other tasks.
• Customer-centric while still being strong at sales.

Requirements

• Willingness to work a flexible schedule that may include mornings, evenings, weekends, nights, and holidays.
• Ability to stand for about eight hours a day while working on a point-of-sale system.
• Ability to exercise good judgment and a safety mindset while operating the wind tunnel.
• Ability to work outdoors in various climates for daily grounds checks and special events.

Pay and Benefits

Base pay for each position falls within a range and is determined based on your skills, qualifications, and experience. For this position, the base pay range is between $18.00 and $21.00/hr., and most new hires start at $18.00. Commissions may be earned in this role. We also offer eligible employees other benefits ranging from comprehensive medical and dental coverage to a company-matched 401(k), employee discounts, free flight time, and more. It is not typical for an individual to be hired at the high end of the range for their role. Compensation decisions are dependent upon the facts and circumstances of each position and candidate.