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

About the role

iFLY is a global company with 35 U.S. locations, offering the unique indoor skydiving experience. This role is an exciting opportunity to join an established, successful, and innovative company that supports professional development.

Responsibilities

• Sell iFLY’s unique indoor skydiving experience
• 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, participate 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. Cover for the manager, answer customer calls, assist with customer and team member incidents, and assist vendors in the building

Requirements

• Must be 18 years of age or older
• Weekend availability is required

Qualifications

• 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
• Basic computer skills

Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and conflict resolution abilities
• Ability to work independently and as part of a team
• Attention to detail and ability to handle multiple tasks simultaneously

Benefits

• Competitive Salary and performance bonus opportunities
• Medical, dental, vision and supplemental plans
• Paid time off (PTO) and parental leave
• Company holidays
• 401(k) 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

Pay

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.

Schedule

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.