Sky Zone

Guest & Member Support Specialist II

Sky Zone

full-time

Posted on:

Location Type: Remote

Location: Alabama • Colorado • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $20 - $26 per hour

Job Level

SeniorLead

About the role

  • 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.

Requirements

  • Must be at least 18 years of age and possess a high school diploma or equivalent.
  • Availability to work a flexible schedule, including shifts between 9:00 AM – 9:00 PM EST with evening and/or weekend coverage required.
  • Prior experience in customer service or business processing environments required.
  • Demonstrated success in sales, retention, or conversion-driven performance with the ability to meet or exceed performance metrics.
  • A private, distraction-free workspace with reliable high-speed internet and consistent availability and focus during scheduled working hours to support real-time responsiveness and performance expectations.
  • Successful completion of a background check required.
  • Ability to remain stationary at a desk and work on a computer for extended periods while communicating effectively via phone and Microsoft Teams, with or without reasonable accommodation.
Benefits
  • medical, dental, and vision coverage
  • 401(k) plan with company matching
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicebusiness processingsalesretentionperformance metricsproblem resolutiondecision-making
Soft Skills
professionalismcomposureautonomyjudgmentcoachingcommunicationpeer support
Certifications
high school diplomabackground check