Assistant Group Coordinator and Call Center Representative

Berkshire East Ski Resort•Charlemont, MA

27d•Onsite

About The Position

Work alongside the Group Coordinator and the Guest Experience Team to provide excellent guest service whether the experience is via email, phone or in person. This involves working closely with our Group Coordinator, Call Center and ticket selling team as well as other departments throughout Berkshire East and Zoar Outdoor.

Requirements

Ability to relate well to the public, in person and on the telephone.
Dependable, well-organized, friendly, and professional.
Able to work effectively with multiple supervisors.
Daily collaboration and communication with other managers and staff.
Able to balance and prioritize multiple requests.
Willingness to flex and assist with other departments and tasks as needed.
Be very familiar with Google and Microsoft programs.
Show excellent partnership with the Management team.
Demonstrate the three P's and lead by example: Positive, Professional and Playful.
Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.

Responsibilities

Assist the Group Coordinator with group outreach, sending quotes, assisting in bookings, waiver reminders, taking payments and any other daily tasks as necessary.
Work with the group coordinator to maintain the group spreadsheets, calendar reminders, and check-ins with groups as needed.
Answer daily phone calls, emails, messages and other tasks as assigned.
Work the ticket window as necessary.
Assist in close-out duties and cash transactions handled by Ticket Window/ Customer Service staff.
Conduct daily tasks given by the Customer Service Manager or Assistant Customer Service Manager as necessary.
Answer phones and emails, responding and replying to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
Take reservations for customers based on their various requests and our booking requirements.
Process payments and send confirmation details to customers in a timely manner.
Answer any questions customers might have about the reservation process.
Upsell, when appropriate, by informing customers of additional services or special packages.
Provide support to customers who may need to amend or cancel a reservation.
Document and record conversations with customers in our booking system.
Assist with tracking and set up of vouchers and benefits for staff.
Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.