Resort Contact Center Lead - Guest Experience

Alterra Mountain Company; California; On-site; USD 33,000 - 40,000; Full time

Benefits offered by this job

Free skiing privileges

Healthcare options

401(k) plan with match

Discounts on gear and retail

Employee Assistance Program

Free lift tickets

Job summary

Palisades Tahoe is seeking a Contact Center Supervisor to lead the frontline team, ensuring top-tier guest service for all products and reservations. You will mentor agents, resolve issues across multiple systems, and maintain high service standards in a fast-paced environment.

The role requires strong communication, organizational skills, and a customer-first mindset. Experience in a resort environment and proficiency with RTP are a plus; a Bachelor's degree is preferred but not required.

Qualifications

• High School Diploma or GED required.
• 1 year of experience in call center/resort, customer service, sales, or equivalent.
• Bachelor’s degree preferred.

Responsibilities

• Provide top quality customer service to internal and external guests.
• Oversee Contact Center agents and ensure smooth operation.
• Develop product knowledge and book/modify reservations (lodging, passes, tickets, lessons).
• Assist with training, reporting, and daily open/close processes.
• Resolve guest complaints per company policy and procedures.

Skills

Communication skills

Organizational skills

Problem solving

Teamwork

MS Office

Computer literacy

Education

High School Diploma or GED

Bachelor's Degree preferred

Tools

RTP

Job description

Palisades Tahoe is seeking a Contact Center Supervisor to lead the frontline team, ensuring top-tier guest service for all products and reservations. You will mentor agents, resolve issues across multiple systems, and maintain high service standards in a fast-paced environment.

The role requires strong communication, organizational skills, and a customer-first mindset. Experience in a resort environment and proficiency with RTP are a plus; a Bachelor's degree is preferred but not required.