Contact Center Agent

2 weeks ago

Sandpoint, United States Schweitzer Incorporated Full time

Year Round

Thanks for your interest in Schweitzer We're a community of passionate ski industry pros who work hard and play even harder at Schweitzer. Our team is consistently recognized as some of the friendliest in the biz, and we've worked diligently to craft a culture of inclusivity, respect, and fun With our master plan as our guide to the future, we're collectively channeling to grow thoughtfully, charting a course of enhancing mountain accessibility and village vibrancy. We look forward to learning more about you and how you can be a part of the Schweitzer difference

PERKS & BENEFITS:

  • Free Ikon Pass for all eligible employees
  • Additional free skiing + riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
  • Discounted skiing + riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
  • Employee housing available in Sandpoint area
  • Onsite employee childcare available (limited space)
  • Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to rest, relax and recharge
  • Generous discounts on outdoor gear, apparel, food, lodging, etc.
  • Medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more for all eligible employees
  • 401k plan with generous employer match
  • Paid parental leave of up to 6 weeks for eligible employees
  • Discounts available for equipment rentals (based on availability), retail, food, lodging, and more
  • Pro-deal pricing on equipment from top outdoor brands
  • Bereavement pay
  • Employee transportation available
  • Discounted tuition with partner online university for all Alterra Mountain Company employees to further education
JOB TITLE/DEPARTMENT: Schweitzer Contact Center Agent

POSITION TYPE: Full Time Year Round

WAGE RANGE: $17.00-$19.00 per hour

SUPERVISORY: No

SUPERVISED BY: Contact Center Manager

POSITION SUMMARY: The Schweitzer Contact Center Agent assists guests in booking products in advance of their visit. Will field inquiries regarding Schweitzer Mountain and Ikon Pass products, services, and lodging options, and customize vacation packages to fit guest's needs. They will provide excellent service levels and guidance, including special attention to first time visitors and guests with complex requests. Agents will receive training to have specific resort knowledge and may be tasked with outbound sales campaigns and other projects as required.

ESSENTIAL FUNCTIONS: This role assists guests in pre-purchasing Schweitzer and Ikon Pass products including, but not limited to lift tickets, ski-school, rentals, season passes, lodging, and activities. Agent will field inquires via phone, chat, and email within department specified services levels, based on skill level. Agent will create customized and comprehensive vacation packages for guests while meeting department-wide metrics for revenue, excellent service standards, and goals. Deliver outbound sales campaigns and courtesy notices as needed. Agent will work with manager to become a service matter expert in a wide variety of products and services. Work is completed in a high-volume environment with complex changes being made on a day-to-day basis. Must be able to handle high-stress guest issues and VIP guests while escalate issues to manager as needed.

PHYSICAL DEMANDS: Will sit for up to 8 hours per day.

JOB SPECIFICATIONS:

SKILLS:
  • Excellent communication skills both oral and written required.
  • Excellent organizational and time management skills with a high degree of detail.
  • Strong customer service skills and sales experience is highly preferred.
  • Proficiency in Microsoft Office (Excel, Work, and Outlook) required.
  • Knowledge of Sirius ware, SMS, InContact, Inntopia, and RTP preferred.


EDUCATION: High School graduate or equivalency required.

EXPERIENCE: Prior guest service experience and sales and/or reservation experience is preferred. Knowledge of the Sandpoint area and Schweitzer is a plus.

JUDGEMENT/MENTAL COMPLEXITY: High

BENEFITS: See Employee Handbook

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