Reservations Team Leader

About the role

As the Reservations Team Leader, you'll lead the team that shapes our customers' first impression. In this position, you will be responsible for the smooth execution of the reservations process for your assigned markets. Accuracy and clear communication about our service details are essential. You will participate in upselling additional products and features we offer, answering customer questions about our service and the resorts we operate in, and getting our customers excited for their ski vacation.

Responsibilities

• Monitor agents' tasks, shared email inbox, and phone time accountability
• Aid with task organization and completion
• Collaborate on initial and ongoing reservations agent training
• Answer team's questions and concerns
• Jump in directly with customers during busy periods, walking them through the reservation process

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 call center experience preferred, not required!

Qualifications

Daily operations are divided into 8am - 4pm or 10am - 6pm shifts (time zone is defaulted to Mountain Time). (Start date of Sept 19th) We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming.

Skills

Accuracy and clear communication about our service details are essential. You will participate in upselling additional products and features we offer, answering customer questions about our service and the resorts we operate in, and getting our customers excited for their ski vacation.

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
• Ability to ski regularly* (Barring blackout dates at Deer Valley)
• Discounted access to Rossignol/Dynastar/Lange equipment
• 401K benefit and match for ALL staff members over 18 years old
• Local ski pass reimbursement up to $500 - to be eligible for reimbursement, you must work through your agreed upon end date

Pay

$21/hour base wage, plus customer-service & upsell based incentives

Schedule

Daily operations are divided into 8am - 4pm or 10am - 6pm shifts (time zone is defaulted to Mountain Time). (Start date of Sept 19th) We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming.