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Jobs · Customer Service · Colorado

Mountain Sales Call Center Manager

Aspen Skiing Company · Basalt, CO · 1 wk ago
On-siteCustomer Service$65k–$84k/yrFull-time

About the Company

Aspen Skiing Company, a division of Aspen One, owns and operates four mountains—Aspen Mountain, Snowmass, Aspen Highlands, and Buttermilk. Inspired by place, united by purpose, Aspen Skiing Company takes pride in the coexistence of resort, community, and the environment, exemplifying values of living fully, honoring people and place, taking the long view, and pursuing excellence. The company offers unforgettable guest experiences through its ski and snowboard school, rental and retail shops, and sustainably sourced on-mountain food and beverage outlets. Aspen Snowmass encompasses 5,680 acres of skiable terrain across four mountains, more than 40 ski lifts, and over 410 trails.

About the Role

The Mountain Sales Call Center Manager leads the Mountain Sales Call Center team, including management and hourly staff, to deliver exceptional guest service and ensure a seamless, efficient sales process. This role drives operational excellence, fosters a positive and guest-focused team culture, and optimizes sales workflows to support the goals of the Mountain Sales Department. This position reports to the Mountain Sales Call Center Director.

Salary range: $64,500 - $83,800. Actual pay depends on budget and experience. All salaried roles are eligible for bonus.

Responsibilities

  • Manage operations for the Mountain Sales Call Center, leading staff to deliver exceptional guest service and actively drive ticket and product sales while adapting to changing business levels and operational needs.
  • Assist staff with challenging guest situations, addressing complaints promptly and professionally to maintain guest satisfaction and loyalty, making timely decisions even with incomplete information.
  • Oversee hiring, onboarding, scheduling, and payroll for office staff to ensure adequate coverage during peak sales periods and support a high-performing team culture.
  • Provide continuous performance feedback and coaching focused on developing staff’s sales skills and guest service excellence throughout the season, including completing documentation and performance reviews.
  • Deliver ongoing education on operating standards, product knowledge, up-selling techniques, customer service, software, policies, and events to maximize sales opportunities and guest satisfaction.
  • Support employee development and succession planning efforts to build a strong sales and service-focused team.
  • Sell and promote lift access products, activity tickets, season passes, lessons, rentals, and related services including private lessons and reservations with a focus on maximizing revenue.
  • Create and maintain the office budget, tracking expenses and explaining monthly variances while identifying opportunities to increase profitability.
  • Manage purchasing, organization, distribution, and display of office supplies and marketing materials that support sales and enhance the guest experience.
  • Generate ideas to increase revenue, reduce expenses, and improve guest services across the department and company.
  • Perform other duties as assigned.

Requirements

  • High School diploma or equivalent required; Bachelor’s degree preferred.
  • Minimum of 2 years’ experience leading and managing a team in a fast-paced retail or guest service environment.
  • Minimum of 2 years’ experience using ticketing or point-of-sale systems.
  • Proven track record of driving sales and delivering exceptional guest service preferred.
  • Experience managing scheduling, payroll, and budgeting strongly preferred.

Skills

  • Knowledge of money handling procedures, including experience with U.S. currency in a high-volume guest service environment.
  • Knowledge of point-of-sale and ticketing systems; familiarity with RTP preferred.
  • Understanding of resort operations and sales strategies that support revenue growth and guest satisfaction.
  • Multilingual communication skills preferred, especially Spanish or Portuguese, to enhance guest service.
  • Strong computer proficiency with ability to navigate multiple systems quickly and accurately while assisting guests.
  • Skilled in resolving guest concerns with professionalism, empathy, and a focus on creating positive experiences.
  • Effective communication and leadership skills to motivate staff and deliver consistent, high-quality guest service.
  • Ability to coach and develop team members to increase sales performance and service excellence.
  • Ability to adjust quickly to changing business levels while maintaining service and sales priorities.
  • Ability to stay calm and make sound, guest-focused decisions in a fast-paced, dynamic environment.

Work Environment and Physical Demands

  • Ability to stand, walk, or be on your feet for extended periods of time. Kneeling and bending may be required.
  • Regularly work indoors with no adverse conditions. Some positions require exposure to outdoor elements or a combination of both indoors and outdoors and may require walking on slippery and uneven surfaces.
  • Must be able to frequently lift, push, or pull up to 50 lbs. individually or with assistance.

Benefits

  • Health, Dental, and Vision Insurance Programs.
  • Flexible Spending Account Programs.
  • Life Insurance Programs.
  • Paid Time Off Programs.
  • Paid Leave Programs.
  • 401(k) Savings Plan.
  • Employee Ski Pass and Dependent Ski Passes.
  • Other company perks.

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