Manager, Customer Support Center

Priority Dispatch Corp.; Utah; On-site; USD 60,000 - 72,000; Full time

Job summary

Powder Mountain in Utah is seeking a Guest Services Manager for the Call Center. You will lead a team delivering high-quality guest service via phone, chat, or email, overseeing tickets, season passes, rentals, and events while ensuring accurate product information and compliant transactions.

The role requires staffing management, budgeting, and cross-department collaboration to enhance guest and employee experiences. This seasonal FT position reports to the Director, Guest Services.

Qualifications

• 2+ years of proven Point of Sales and/or Call Center experience.
• 2+ years of proven leadership experience managing teams.
• Experience in a high-call-volume environment.
• Google Suite, phone systems, and point of sale systems experience required.

Responsibilities

• Hire, train, retain and schedule staff; set goals and provide coaching.
• Staff accordingly based on fluctuating call volumes.
• Guide the sales team to increase revenue for tickets, lessons and activities.
• Ensure accurate product setup and pricing information at sales locations.
• Resolve guest inquiries and complaints promptly.
• Utilize Powder Mountain systems (POS, Paycom, Hubspot, OneDrive, Dialpad, Google Suite) and ensure compliant transactions.

Skills

POS & call center experience

Leadership experience

Customer service

Tools

POS system

Paycom

Hubspot

OneDrive

Dialpad

Google Suite

Job description

# Manager, Customer Support CenterPowder HQ - Eden, UT 84310; Powder Mountain - Eden, UT 84310## OverviewSalary Range$60,000.00 - $72,000.00 Salary/year## SummaryThe Guest Services Manager – Call Center leads guest service sales agents in providing the highest quality service, resort and local information and efficient processing of products via phone, chat or email in the following areas, but not limited to, Tickets, Season Passes, Ski and Snowboard lessons, Rentals, Adventure activities and special events. The Manager oversees the daily operations of the Call Center in compliance with all Powder Mountain policies while executing budget and employee management, and proper audit and credit card handling. The Manager is responsible for the overall quality of the guest and employee experience transpired through the Call Center. The Call Center Manager coordinates with other departments to ensure accurate information is being disseminated to employees and guests.Key Responsibilities:* Conduct all areas of employee management; hire, train, retain and schedule staff; set goals and expectations of each position; coach and discipline when needed; conduct mid-season and end-of-season evaluations, provide on-going feedback and coaching for employees to ensure their success.* Be fiscally responsible and staff accordingly based on fluctuating call volumes* Guide the highly qualified sales team with the continued focus on increasing sales and revenue for all tickets, lessons and adventure activities.* Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information to provide optimal guidance to staff and guests.* Ensure accurate product setup and availability at appropriate sales locations.* Continuously monitor website for accurate information.* Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Train and oversee staff accordingly.* Resolve guest inquiries and complaints in a timely and effective manner.* Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, OneDrive, Dialpad, Google Suite* Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large* Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.* Continually assess department systems and procedures to determine best practices, implement efficiencies and optimize fiscal responsibility.* Continually peruse website to ensure accurate information, policies and product detail is posted* Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.* Provide and maintain a safe and healthy work environment* Cross-trained across multiple Guest Service locations, seamlessly stepping into diverse roles to support daily operational needs* Other duties as assigned## About this Role**Job Title:** Manager, Customer Support Center **Department:** Guest Services **Status:** Seasonal FT, Exempt (October - April) **Reporting To:** Director, Guest Services**Key Responsibilities:*** Conduct all areas of employee management; hire, train, retain and schedule staff; set goals and expectations of each position; coach and discipline when needed; conduct mid-season and end-of-season evaluations, provide on-going feedback and coaching for employees to ensure their success.* Be fiscally responsible and staff accordingly based on fluctuating call volumes* Guide the highly qualified sales team with the continued focus on increasing sales and revenue for all tickets, lessons and adventure activities.* Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information to provide optimal guidance to staff and guests.* Ensure accurate product setup and availability at appropriate sales locations.* Continuously monitor website for accurate information.* Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Train and oversee staff accordingly.* Resolve guest inquiries and complaints in a timely and effective manner.* Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, OneDrive, Dialpad, Google Suite* Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large* Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.* Continually assess department systems and procedures to determine best practices, implement efficiencies and optimize fiscal responsibility.* Continually peruse website to ensure accurate information, policies and product detail is posted* Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.* Provide and maintain a safe and healthy work environment* Cross-trained across multiple Guest Service locations, seamlessly stepping into diverse roles to support daily operational needs* Other duties as assigned**Requirements and/or Qualifications:*** 2+ years of proven Point of Sales and/or Call Center experience. Preferably within the ski or recreational industry.* 2+ years of proven leadership experience of managing teams and implementing successful employee performance management protocols.* Proven experience in a high-call volume role.* Must be enthusiastic, creative and able to adjust strategically in an ever-evolving environment.* Google suite, phone systems, and point of sale systems experience required* Flexibility in availability to meet seasonal demands.* Highest level of professional integrity and communication skills, both written and oral.* Ability to maintain composure and objectivity under pressure and to diffuse heightened conversations.* Provide exceptional guest service* Adhere to all Powder Mountain Policies and Procedures**Physical Requirements:*** Ability to lift, carry, push, and/or pull moderate amount of weight (up to 30lbs+)* Sufficient physical ability and mobility to walk, sit and stand for prolonged periods of time and in inclement weather* Manual dexterity to operate a computer and other common office equipment on a constant basis* Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis* Frequently stoop, bend, kneel, crouch, crawl, climb, reach, twist, grasp, and make repetitive hand movements**Working Environment:**Work is primarily performed in an indoor environment; exposure to noise, dust, mechanical and electrical hazards, and cleaning chemicals. Occasionally exposed to outdoor climate in which team members will be exposed to a variety of temperatures/weather.