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Customer Service Manager

3 months ago

South Egremont, United States Catamount Ski Resort LLC Full time
Job DescriptionJob Description

Responsibilities and Duties:

  • Day to day management of the Customer Service/Ticket office including but not limited to:
  • Answer phones as needed and stay connected with email communications
  • Hire, train and supervise customer service / ticket staff
  • Provide onboarding training and documentation to new staff
  • Manage staffing levels to match business volume to be financially prudent
  • Maintain all training documents
  • Delegate important and daily tasks to staff
  • Identify "rising stars" in the office and offer room for growth by assigning larger responsibilities

Create and maintain customer service/ticket booth work schedule Assist with communicating office procedures to all office staff and other managers Work with the Director of Base Area Operations to maintain a positive, professional office atmosphere

  • Frequent staff check-ins
  • Reward and recognize staff for achievements and celebrate office success
  • Coach, correct and provide feedback and reviews of office staff

Assist with monitoring AR reports for FareHarbor (summer) and Outstanding Balances and Payment Plans in Intouch Coordinate with Zip Tour and AAP staff (summer) / Rentals and Snow Sports (winter) to make sure logistical information is communicated accurately and on time Maintain office documents. Ensuring adequate digital or physical copies of program paperwork and waivers are easily accessible for the customer service staff

  • Communicate office procedures, seasonal pricing, promotions and changes to other managers and office staff

Track free activity vouchers for year-round FT staff /

  • Including but not limited to: Employee comp passes, dependent discount passes, racing discounts for all departments (excluding Snow Sports)

Maintenance of the point-of-sale and reservation system including:

  • Assist in creating winter and summer products, discounts/promos
  • Input annual program dates and data
  • Work with outside support for system problems and fixes.

Oversee all close-out duties and cash transactions handled by Ticket Booth/ Customer Service staff. Tracking all review platforms and delegating responses to testimonials in a timely manner. (Swell, Facebook, TripAdvisor etc.) Administer and track Catamount's charitable donation and giving program Administer Catamount's payment plan for applicable products (season passes, etc.)

-Working with groups - providing all necessary documentation, communicating any logistical needs to other departments.

  • Maintain an ongoing and up-to-date schedule of upcoming group business
  • Train customer service staff members to assist in group transactions as needed
  • Receive all group payments and monitor any outstanding group A/R accounts
  • Maintain contact with all group and tour operator organizers for multi week groups and daily groups in conjunction with Director of Business Development
  • Confirm receipt of all waivers prior to group events
  • Initiate outreach to seasonal/annual groups - with a commitment to building relationships with group leaders

Reports to: Director of Base Area Operations with dotted line to Director of Business Development for group sales business