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Contact Center Team Lead

2 months ago

Sandpoint, United States Schweitzer Incorporated Full time
Job Summary

The Schweitzer Contact Center Manager is responsible for overseeing the performance of a team of customer service representatives. This role ensures excellent guest service through adherence to performance standards and serves as the initial point of contact for escalated calls and special requests.

Key Responsibilities
  • Manage the day-to-day operations of the contact center, ensuring all daily metrics are met.
  • Field inquiries regarding Schweitzer Mountain and Ikon Pass products, services, and lodging options.
  • Create customized and comprehensive vacation packages for guests, emphasizing excellent guest service.
  • Deliver outbound sales campaigns and courtesy notices as needed.
  • Supervise agents, providing coaching, guidance, and ongoing training as needed.
  • Work across departments to become a service matter expert in a wide variety of products and services.
  • Responsible for hiring, scheduling, payroll, and supervision of staff.
Requirements
  • Excellent communication skills, both oral and written.
  • Excellent organizational and time management skills with a high degree of detail.
  • Previous supervisory experience required.
  • Strong customer service skills and sales experience is highly preferred.
  • Proficiency in Microsoft Office (Excel, Word, and Outlook) required.
  • Knowledge of Sirius ware, SMS, InContact preferred, Inntopia, and RTP preferred.
Education and Experience
  • High School graduate or equivalency required.
  • Prior guest service experience and sales and/or reservation experience is preferred.
  • Pervious supervisory experience required.
Benefits
  • Competitive salary range: $50,000-$55,000.
  • Generous benefits package, including medical, dental, vision, life, AD&D, short term & long-term disability insurance, EAP, HSAs, FSAs, and more.
  • 401k plan with employer match.
  • Paid parental leave of up to 6 weeks.
  • Discounted tuition with partner online university for all Alterra Mountain Company employees.
Working Conditions

This role requires sitting for up to 10 hours per day.

Language

English (en-US)