Lead Customer Service Representative

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

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

CSR Day-to-Day:

• Safety - Promote customer safety throughout their time in the wind tunnel and facility
• Sales Actively listen to guests to recommend and sell experiences that improve their time at iFLY
• Service - Maintain a positive and friendly attitude that excites customers about the experience and assists them in a timely manner
• Service - Resolve product/service issues by clarifying complaints, selecting the appropriate solutions, expediting the correction, and following through
• Additional Responsibilities - 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.

Additional Responsibilities Key Holder Designation (as assigned):

• 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.
• Opening and Closing : Oversee opening and closing procedures, including security system management, equipment setup/shutdown, cleanliness checks, and securing all entry points.
• Customer Service: 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.
• Daily Operations : Monitor daily operations to ensure seamless, efficient workflows and adherence to company policies.
• Team Engagement: 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.
• Tunnel Maintenance: Conduct routine checks of equipment, facilities, and inventory to support smooth daily operations.
• Administrative Duties : 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.

Ability to:

• 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

What We are Looking For:

• 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

The Good Stuff:

• 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

All 7 billion people on earth dream about flying, and we're the only ones who make that dream come true. It's an awesome privilege, and making that dream come true is our passion. Join the team!

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.