Contact Center Supervisor — Lead Guest Experience

Alterra Mountain Company; 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) plan match

Free lift tickets

Food & beverage discounts

Employee Assistance Program

Job summary

Palisades Tahoe is seeking a motivated leader to provide direction and support for all Contact Center employees. You will resolve issues across products and systems with extensive knowledge of over twelve systems, ensuring exceptional guest service for both internal and external guests.

Applicants must be 18+ and capable of managing communication across phone, email and live chat, while contributing to training and daily operations.

Qualifications

• High School Diploma or GED is required.
• One year experience in call center/resort, customer service, sales, resort software (RTP preferred).
• Management background preferred.

Responsibilities

• Provide customers with top quality customer service in a friendly and positive manner.
• Oversee activities of Contact Center agents and ensure exceptional guest service.
• Understand and develop in-depth knowledge of products and how to book/modify reservations (lodging, passes, 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 and reporting and system troubleshooting.
• Assist in resolving guest complaints per policy and procedures.
• Develop and maintain standard operating procedures aligning with company goals.
• Communicate courteously with all guests.
• Prepare data reporting and internal requests as needed.
• Support corporate visions and department training.

Skills

Customer service

Communication

Teamwork

MS Office

Punctuality

Problem solving

Education

High School Diploma or GED

Bachelor's Degree

Tools

RTP

Job description

Palisades Tahoe is seeking a motivated leader to provide direction and support for all Contact Center employees. You will resolve issues across products and systems with extensive knowledge of over twelve systems, ensuring exceptional guest service for both internal and external guests.

Applicants must be 18+ and capable of managing communication across phone, email and live chat, while contributing to training and daily operations.