Central Reservations Agent

Alterra Mountain Company • SB Home Office, UT

8d • Remote

About The Position

As a reservation agent, you are the first point of contact for a high percentage of our customers. In this position, you will be responsible for walking our customers through the reservation process, ensuring a high standard of accuracy and clearly communicating our service details. You’ll also upsell additional products and features we offer, answer customer questions about our services and resorts, and get our customers excited for their ski vacation. Our call center is open 8am - 6pm Mountain Time, 7 days a week.

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

Nice To Haves

• Previous call center experience preferred, not required!

Responsibilities

• Answer incoming calls and assist customers in booking ski and snowboard rentals, taking detailed notes on each call
• Answer guest questions about our service, locations, and equipment
• Upsell helmets, high-performance boots, damage insurance, and goggles based on customer needs
• Call back missed calls/pending orders/loyal returning guests, answer emails and voicemails throughout your shift
• Stay ahead of online bookings for your assigned markets, placing them and verifying missing information (we use Inntopia and Aspenware – we'll train you)
• Contact guests staying with our lodging partners for potential sales opportunities
• Align with our local shops to assist in any modifications, switch outs, pick-ups and to maximize revenue during peak period
• Ensure brand standards are met in each conversation to maintain our award-winning customer service

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
• Access to 645+ industry discounted brands through Expert Voice
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed