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Call Center Lead

2 months ago

Eden, Utah, United States Powder Mountain Full time
{"Job Title": "Call Center Lead - Guest Services", "Job Summary": "We are seeking a highly skilled Call Center Lead to join our Guest Services team at Powder Mountain. As a Call Center Lead, you will be responsible for overseeing the daily operations of our call center and ensuring that our guest service specialists provide exceptional service to our customers.

Responsibilities:

* Assist the Manager in employee performance management and ensure that all team members are meeting their performance goals.
* Guide the sales team in increasing sales and revenue for all tickets, rentals, lessons, and adventure activities.
* Fully understand our product offerings and corresponding policies to provide optimal guidance to staff and guests.
* Respond to inquiries and grievances with accurate information in a professional and timely manner.
* Comply with Powder Mountain policies and procedures, including cash/credit card handling, audit, opening/closing procedures, discount, voucher, and promo codes usage.
* Utilize Powder Mountain's systems responsibly, including POS, Paylocity, Sharepoint, OneDrive, and Microsoft Teams.
* Ability to connect and communicate effectively with colleagues, guests, neighbors, owners, and the public at large.
* Ability to learn, understand, and effectively communicate with guests about multiple product types and adapt to changing pricing and product offerings.
* Continually assess department systems and procedures to determine best practices, implement efficiencies, and optimize fiscal responsibility.
* 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.

Requirements:

* 2+ years of proven Point of Sales and/or Call Center experience, preferably in the resort industry.
* 2+ years of proven leadership experience of managing teams and implementing successful employee performance management protocols.
* Proven experience in a high-call volume and dynamic role.
* Must be enthusiastic, creative, and able to adjust strategically in an ever-evolving environment.
* Google Suite and computer proficiency.
* 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.

Salary Description:

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