Contact Center Supervisor

Palisade Ttahoe • Olympic Valley, CA

1d

About The Position

The Contact Center Supervisor provides leadership and support to Contact Center employees and helps resolve issues involving the center’s products and systems. The role requires extensive knowledge of more than twelve systems and products across multiple lines of business, and the ability to handle sales and service transactions by computer and phone when business levels demand. The supervisor delivers exceptional service to internal and external guests and must be able to perform all Contact Center Agent duties. Applicants must be at least 18 years old.

The position supports daily operations, agent oversight and training, guest issue resolution, operational reporting, and the development and maintenance of standard operating procedures. Work takes place in a typical office environment, with frequent exposure to outdoor weather, including cold, wetness, humidity, and occasional blizzards or severe storms. The position uses a PC, RTP, software programs, and general office equipment.

Requirements

• Applicants must be at least 18 years of age.
• High school diploma or GED.
• One year of experience in each of the following fields: call center/resort, customer service, sales, and resort software (RTP preferred), or an equivalent combination of education and experience.
• Management background.
• Ability to communicate effectively, both verbally and in writing, across all levels of the organization.
• Excellent organizational and problem-solving skills, including the ability to handle multiple tasks.
• Ability to establish and maintain effective working relationships and interact with others; ability to build teamwork.
• Proficient knowledge of computers and systems, including Microsoft Word, Excel, and Outlook.
• Maintain a neat and clean appearance in compliance with company grooming standards.
• Be punctual and able to report at the scheduled start time.
• Ability to walk, talk, see, and hear; sit for extended periods at a computer station or work desk; operate computers and office equipment with hands and fingers for up to eight hours each day; and occasionally lift up to 25 pounds.
• Required vision abilities include close, distance, and peripheral vision, depth perception, and ability to adjust focus.
• A motor vehicle record review may be required.

Nice To Haves

• Bachelor’s degree.
• Experience with RTP resort software is preferred.

Responsibilities

• Provide customers with friendly, positive, top-quality customer service.
• Oversee the activities of Contact Center agents and perform all duties of a Contact Center Agent.
• Provide courteous and respectful guest service by telephone and support by phone, email, and live chat when business levels demand.
• Develop in-depth knowledge of products and accurately book and modify reservations for lodging, season passes, daily tickets, ski school, resort activities, and events.
• Assist with training Contact Center staff.
• Assist with daily opening and closing procedures in accordance with company policies and procedures.
• Contribute to and ensure completion of daily operational tasks, including reporting, attendance, and system troubleshooting.
• Assist with resolving guest complaints and concerns according to company policies and procedures, and communicate as needed.
• Assist with developing, implementing, and maintaining standard operating procedures that support company policies and goals.
• Provide backup data reporting to Alterra Mountain Company and for internal requests, including incentive and employee-related reporting.
• Support corporate visions, goals, and objectives; follow departmental and company policies and procedures; and participate in departmental and resort training and development courses.
• Communicate courteously and respectfully with internal and external guests.

Benefits

• Free skiing and riding privileges at 17 resorts, including Palisades Tahoe, Mammoth Mountain, Steamboat, and Solitude.
• Healthcare options for seasonal and year-round employees.
• Discounts on outdoor gear and apparel.
• 401(k) plan with company match.
• Free and discounted lift tickets.
• 25%–50% discount at Palisades and Alpine Food & Beverage locations.
• 40% discount at Palisades Tahoe-operated retail stores.
• Employee Assistance Program (EAP).
• Other region-specific benefits and possible short-term and long-term incentives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED