Sky Zone

Customer Support

• Manage inbound and outbound guest interactions across email, text, chat, and phone with professionalism and composure.
• Support higher-value bookings and nuanced membership conversations, including account changes and retention discussions.
• Independently handle complex guest scenarios and escalations with sound judgment.
• Resolve routine guest issues using documented processes while identifying opportunities to improve outcomes.
• Consistently meet or exceed performance metrics related to quality, productivity, and service-level expectations.
• Provide peer support and informal coaching to Specialist I team members, reinforcing best practices and standards.
• Demonstrate strong autonomy in decision-making while maintaining alignment with company policies and brand standards.
• Maintain consistently high performance across all assigned channels.

Guest & Member Support Specialist II