Contact Center Supervisor

Alterra; Olympic Valley (CA); On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Free skiing privileges

Healthcare options

Gear discounts

401(k) with match

Free lift tickets

Food & beverage discounts

Retail store discounts

Employee assistance program

Job summary

Palisades Tahoe, a premier mountain resort, seeks a skilled leader to provide direction and support for the Contact Center team. You will resolve issues across products and systems, handling sales and service on computers over the phone when needed, and delivering exceptional guest service.

The role requires familiarity with multiple systems, strong communication, and the ability to manage daily operations while maintaining a positive guest experience.

Qualifications

• Excellent communication across all levels of the organization.
• Strong organizational and problem-solving skills.
• Ability to build and maintain effective working relationships and teamwork.
• Proficient in MS Office (Word, Excel, Outlook).
• Maintain a neat and professional appearance per grooming standards.
• Punctual and reliable for scheduled start times.

Responsibilities

• Provide customers with top quality customer service in a friendly and positive manner.
• Oversee the activities of Contact Center agents and deliver exceptional guest service.
• Know products sold and how to book/modify reservations (lodging, season passes, daily tickets, ski school, activities).
• Assist with training for Contact Center staff.
• Provide phone, email and live chat support when needed.
• Assist with daily open/close procedures per policy.
• Contribute to day-to-day tasks including reporting and attendance.
• Resolve guest complaints per policy and communicate as needed.
• Develop, implement, and maintain standard operating procedures.
• Communicate courteously with all guests.
• Support data reporting and internal requests.
• Support corporate goals and objectives.
• Adhere to policies and participate in training.

Skills

Communication

Organization

Teamwork

MS Office

Punctuality

Professional appearance

Education

High School Diploma or GED

1 year call center/resort experience

Management background

Bachelor’s Degree

Tools

RTP software

Job description

Year Round

Palisades Tahoe

We share the spirit of these legendary mountains with the world.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Job Summary: Provide leadership and support for all Contact Center employees. Be able to resolve issues regarding all products and systems. This will require an extensive knowledge of over twelve different systems, numerous products across all lines of business and the ability to conduct sales and service on computers over the phone when business levels demand. Deliver exceptional guest service to the internal and external guest.

Applicants must be 18 years of age.

Hourly:

The base hourly pay range below represents the low and high end of the Palisades Tahoe Resort, LLC’s hourly pay range for this position. Actual pay will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of Palisades Tahoe Resort, LLC’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.

Base hourly pay range: $24.00 - $28.69 per hour

A Great Job and Benefits to Match:

• Free skiing + riding privileges to 17 iconic resorts including Palisades Tahoe, Mammoth Mountain, Steamboat, Solitude and more!
• Healthcare options for both Seasonal & Year-Round employees
• Generous discounts on outdoor gear, apparel, etc.
• 401(k) plan with generous company match
• Free and discounted lift tickets
• 25%-50% discount at Food & Beverage locations at Palisades & Alpine
• 40% discount at Palisades Tahoe operated retail stores, including The North Face, Patagonia, Oakley, and more!
• Employee Assistance Program (EAP)

Essential Job Responsibilities/Duties/Tasks include the following–other duties may be assigned:

• Provide customers with top quality customer service in a friendly and positive manner
• Oversee the activities of Contact Center agents. Provide exceptional guest service with a courteous and respectful manner towards all internal and external guests via telephone. Must be able to perform all duties of a Contact Center Agent
• Understand and develop an in-depth knowledge of the products sold and how to accurately book and modify a reservation. These product categories include, but are not limited to, lodging, season passes, daily tickets, adult and child ski school, and resort activities and events
• Assist with training for Contact Center staff
• Provide phone, email and live chat support when business levels demand
• Assist with daily open/close procedures according to company policy and procedures
• Contribute and ensure the completion of day-to-day operational tasks, including reporting, attendance and troubleshooting of systems
• Assist in the resolution of all guest complaints in accordance with company policy and procedures. Handle guest concerns and communicate when needed
• Assist with developing, implementing, and maintaining standard operating procedures which support overall company policies and goals
• Communicate in a courteous and respectful manner to all internal and external guests
• Supply back-up for data reporting to Alterra Mtn. Co. and internal requests. This may include incentive and other employee related reporting
• Support all corporate visions, goals and objectives
• Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses

Competencies and Job Requirements:

Required:

• Ability to communicate effectively—both written and verbal–across all levels of the organization
• Possess excellent organizational and problem-solving skills with the ability to handle multiple tasks
• Ability to establish and maintain effective working relationships and interact with others. Teamwork builder
• Possess a proficient knowledge of computers and systems including MS Office (Word, Excel, Outlook)
• Have a neat & clean appearance in compliance with the company grooming standards
• Be punctual, able to report at scheduled start time

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk, talk, see, and hear. Person must be able to sit for extended periods of time at a computer station or work desk. Use of hands and fingers to operate computers and office equipment for up to 8 hours each day, lift up to 25 pounds on occasion, and be exposed to typical office environment conditions and noise level are expected. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions and the ability to adjust focus.

Working Conditions:

Indoor/Outdoor: While performing the duties of this job, the employee will frequently exposed to outside weather conditions. The employee will frequently be exposed to extreme cold, wetness and/or humidity, and occasionally blizzards and extreme storm conditions.

Hazardous Materials/Noise: The noise level in the workplace is usually moderate.

Equipment Used in Job: PC, RTP, various software programs, general office equipment.

Education and Experience:

Required:

• High School Diploma or GED
• One year experience in all of the following fields: call center/ resort, customer service, sales, resort software (RTP preferred); or equivalent combination of education and experience.
• Management background

Preferred:

• Bachelor’s Degree

A Motor Vehicle Record review may be required as part of your job.

For information on Alterra Mountain Company’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.