Reservations Operation Manager

About the role

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years, rallying behind collaboration, teamwork, accountability, and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture, and fun work environment to create a customer experience unlike any other.

Responsibilities

• Maintain agents' tasks, shared email inbox, and phone time accountability
• Create weekly schedule; ensure coverage will align with task organization
• Lead 1:1s with agents, providing constructive feedback and channeling their input upward
• Collaborate on initial and ongoing reservations agent training
• Lead sections of team meetings and represent reservations in local ops meetings
• Answer team's questions and concerns
• Jump in directly with customers during busy periods, walking them through the reservation process
• Support emails and voicemails during busy periods
• Align with our local shops to assist with any modifications, switch outs, pickups and to maximize revenue during peak periods
• Ensure brand standards are met in each conversation to maintain our award-winning customer service

Requirements

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems - we'll train you on our tools)
• Reliable high-speed internet and a quiet home workspace
• Availability for weekend and holiday shifts, our busiest periods
• Previous management experience required
• Previous call center experience preferred, not required!

Qualifications

• Available for start date of Sept 19th
• Remote work supported in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming

Skills

• Strong communication skills
• Customer service orientation
• Team leadership and management skills
• Ability to handle multiple tasks simultaneously

Benefits

• Free Alterra Mountain Company Employee pass
• Unlimited access to all Alterra Mountain Company owned resorts
• Ability to upgrade to full Ikon Pass at heavily discounted rate
• Discounted access to Rossignol/Dynastar/Lange equipment
• 401K benefit and match for ALL staff members over 18 years old
• Local ski pass reimbursement of up to $500 - in order to be eligible for reimbursement, you must work through your agreed upon end date

Pay

$26/hour base wage, plus team performance-based incentives

Schedule

Call center is open 8am - 6pm Mountain Time, 7 days a week.