Manager, Customer Support Center at Powder Mountain in Powder HQ - Eden, UT 84310; Powder Mountain - Eden, UT 84310

Job description

• Salary Range
• $60,000.00 - $72,000.00 Salary/year
• The Guest Services Manager – Call Center leads guest service sales agents in providing the highest quality service, resort and local information and efficient processing of products via phone, chat or email in the following areas, but not limited to, Tickets, Season Passes, Ski and Snowboard lessons, Rentals, Adventure activities and special events. The Manager oversees the daily operations of the Call Center in compliance with all Powder Mountain policies while executing budget and employee management, and proper audit and credit card handling. The Manager is responsible for the overall quality of the guest and employee experience transpired through the Call Center. The Call Center Manager coordinates with other departments to ensure accurate information is being disseminated to employees and guests.

Responsibilities

• Conduct all areas of employee management; hire, train, retain and schedule staff; set goals and expectations of each position; coach and discipline when needed; conduct mid-season and end-of-season evaluations, provide on-going feedback and coaching for employees to ensure their success.
• Be fiscally responsible and staff accordingly based on fluctuating call volumes
• Guide the highly qualified sales team with the continued focus on increasing sales and revenue for all tickets, lessons and adventure activities.
• Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information to provide optimal guidance to staff and guests.
• Ensure accurate product setup and availability at appropriate sales locations.
• Continuously monitor website for accurate information.
• Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Train and oversee staff accordingly.
• Resolve guest inquiries and complaints in a timely and effective manner.
• Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, OneDrive, Dialpad, Google Suite
• Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large
• Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.
• Continually assess department systems and procedures to determine best practices, implement efficiencies and optimize fiscal responsibility.
• Continually peruse website to ensure accurate information, policies and product detail is posted
• Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.
• Provide and maintain a safe and healthy work environment
• Cross-trained across multiple Guest Service locations, seamlessly stepping into diverse roles to support daily operational needs
• Other duties as assigned
• Conduct all areas of employee management; hire, train, retain and schedule staff; set goals and expectations of each position; coach and discipline when needed; conduct mid-season and end-of-season evaluations, provide on-going feedback and coaching for employees to ensure their success.
• Be fiscally responsible and staff accordingly based on fluctuating call volumes
• Guide the highly qualified sales team with the continued focus on increasing sales and revenue for all tickets, lessons and adventure activities.
• Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information to provide optimal guidance to staff and guests.
• Ensure accurate product setup and availability at appropriate sales locations.
• Continuously monitor website for accurate information.
• Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Train and oversee staff accordingly.
• Resolve guest inquiries and complaints in a timely and effective manner.
• Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, OneDrive, Dialpad, Google Suite
• Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large
• Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.
• Continually assess department systems and procedures to determine best practices, implement efficiencies and optimize fiscal responsibility.
• Continually peruse website to ensure accurate information, policies and product detail is posted
• Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.
• Provide and maintain a safe and healthy work environment
• Cross-trained across multiple Guest Service locations, seamlessly stepping into diverse roles to support daily operational needs
• Other duties as assigned

Requirements

• 2+ years of proven Point of Sales and/or Call Center experience. Preferably within the ski or recreational industry.
• 2+ years of proven leadership experience of managing teams and implementing successful employee performance management protocols.
• Proven experience in a high-call volume role.
• Must be enthusiastic, creative and able to adjust strategically in an ever-evolving environment.
• Google suite, phone systems, and point of sale systems experience required
• Flexibility in availability to meet seasonal demands.
• Highest level of professional integrity and communication skills, both written and oral.
• Ability to maintain composure and objectivity under pressure and to diffuse heightened conversations.
• Provide exceptional guest service
• Adhere to all Powder Mountain Policies and Procedures

Skills

Required

• Google suite
• phone systems
• point of sale systems
• communication skills (written and oral)
• professional integrity
• provide exceptional guest service
• flexibility in availability