Contact Center Agent

Call Center Agents will specialize in assisting and exciting guests about our resort and helps to plan and book all of their winter and summer needs.

Call Center agents will answer all inquiries regarding products and services including lift access ,rentals, lessons and more.

Inquiries will come thru various channels, including the new In Contact web-based telephone system and email.

JOB QUALIFICATIONS: Handle guest questions and escalations appropriately.

Previous direct experience with reservations/sales and customer service.

Professional communication skills mandatory Proficient computer and interpersonal skills a must.

Position requires a mature, dependable, flexible, team-oriented person who is able to stay calm under pressure.

Self-motivated, sales oriented person a must.

Mathematical skill to assist with calculations for complex sale transactions Must be available for varied shifts and days of the week JOB DUTIES AND RESPONSIBILITIES: Deal with guest and employee escalations in a professional manner.

Thorough understanding of all products and services available.

Will present accurate, detailed information about product offerings.

Provide general information about Crystal Mountain and Alterra Mountain Company and the destinations via the telephone, email or chat.

Technical skills and an understanding of Inntopia, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite and ADP for payroll approval.

Candidates should have a proven record of being able to communicate well, mange well under pressure, make logical decisions, problem solve, be resourceful and able to multitask.

Mentoring and sharing of knowledge, providing monitoring, coaching and feedback on a regular basis to the team.

Will include training of team.

Handle contacts as required by business needs.

Other duties as assigned.

PERFORMANCE CRITERIA: Respond to guest concerns and escalations in a professional and timely manner, manage escalations and guest expectations.

Willingness to learn and share feedback and other information with team and management.

Uphold company and departmental policy at all times.

Demonstrates support for company missions and values.

Willingness and ability to be part of and contribute to a successful departmental team.

Is able to work under stressful conditions without creating tension among fellow employees, vendors and supervisors.

Work Station and surrounding area kept neat.

Ability to communicate in a pleasant and efficient manner.

Ability to present company policy in a diplomatic way.

Possesses and utilizes good verbal communication skills and phone etiquette.

Knows policies and procedures, ensure team is aware and properly utilizing them.

Willing to accept new policies and procedures as changes occur.

Available for varied work shifts, as agreed upon with management.

Ability to complete projects before work shift ends.

Ensures adherence by team to lunch and break schedules to maximize coverage and provide quality guest service.

Willing to accept new and varied responsibilities.

PHYSICAL DEMANDS AND WORKING CONDITIONS This position may be required to work evenings, weekends and holidays.

OFFICE ENVIRONMENT Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis.

Manual dexterity to operate a computer and other common office equipment on a constant basis.

Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.

Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily
– reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

OTHER DUTIES AS ASSIGNED This position description is an overview of the scope of responsibilities for the role described above.

With the evolution of Crystal Mountain, the responsibilities of this position may change as may the dates associated with many of the tasks.

During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others.

It will also be the responsibility of any employee of Crystal Mountain to be a positive influence on the transformation of the resort and its associated lines of business.

Crystal Mountain is An Equal Opportunity Employer