Guest Experience Representative - Call Center

SUMMARY OF RESPONSIBILITIES:

Reporting to the Guest Experience Call Centre Supervisors, the Guest Experience Call Centre Representative is responsible for performing the day-to-day tasks required in the operation of the Guest Experience department.
You will serve as the first point of contact for our guests, ensuring the highest level of guest satisfaction:

• Assist in replying to guest emails and guest inquiries via our online Live Chat
• Process sales of season passes, tickets, rental equipment, ski, and snowboard lessons & camps
• Answering general inquiries about the products and services available

THIS POSITION IS RIGHT FOR YOU IF

• You have high attention to detail and strong admin skills
• You enjoy the challenge of providing exceptional service and resolutions in a time-efficient and smooth process
• You don’t like to be idle and thrive in busy environments
• You love working in a family-oriented team, where your colleagues become your friends
• You want to ski, snowboard, snowshoe, toboggan, or tube for FREE all season long
• You have dreamed of working in a winter wonderland (with cozy warm workstations supplied)
• You love to ski or snowboard, or want to learn!
• You can seamlessly complete tasks while dealing with challenging conversations.
• You want to share the stoke with our guests and keep the energy high
• You would make the most of the numerous great staff perks supplied
• You genuinely enjoy helping guests with purchases and providing information
• You can work 2 on-hill shifts per week, as well as have an appropriate 'work from home' environment
• You are comfortable and effective at communicating with guests over the phone/online

WHAT WE REQUIRE FROM YOU

• A positive attitude
• Good perception and judgment for quickly resolving guest problems
• A supportive team member with respect for your Supervisors
• Good computing skills and the capacity to learn new operating systems
• To ask for help when you need it, own your mistakes, and always be open to corrections
• The ability to learn and take on new tasks quickly
• Previous experience in guest service or sales positions (phone-based customer service experience preferred)
• Friendly, empathetic, and professional phone etiquette
• Excellent listening and communication skills
• A dedicated and quiet 'work from home' space, with your own PC/laptop and a reliable internet connection
• The ability to use your initiative to get things done proactively
• Flexibility in your schedule during high volume periods of the winter season, and a commitment to your agreed availability
• The ability to work well under pressure and in busy environments
• Knowledge of Siriusware Point of Sale (POS) is considered an asset

TERMS OF EMPLOYMENT

• Opportunities for continued work throughout the Summer may be available
• Must be available to attend all on-hill training dates (mid-November & early December)
• Must hold a valid work VISA, Permanent Residency, or Canadian Citizenship
• Seasonal position - November 2023 to April 2024
• Must be available to work weekends, holidays, and some evening shifts
• Full-time staff must work a minimum of 2 days per week on-hill, with the option to work the remaining 3 days from home. This hybrid role will commence only once training is complete