[Hiring] Reservations Team Leader @Alterra Mountain Company

Role Description

As the Reservations Team Leader, you’ll lead the team that shapes our customers’ first impression. In this position, you will be responsible for the smooth execution of the reservations process for your assigned markets. Accuracy and clear communication about our service details are essential. You will participate in upselling additional products and features we offer, answering customer questions about our service and the resorts we operate in, and getting our customers excited for their ski vacation. Our call center is open 8am - 6pm Mountain Time, 7 days a week.

Primary Responsibilities

• Monitor agents' tasks, shared email inbox, and phone time accountability
• Assist with task organization and completion
• Collaborate on initial and ongoing reservations agent training
• Answer team’s questions and concerns
• Jump in directly with customers during busy periods, walking them through the reservation process

Secondary Responsibilities

• Answer guest questions about our service, locations, and equipment
• Support emails and voicemails at assigned times
• Align with our local shops on modifications, switch-outs, pickups, and maximize revenue during peak periods
• Ensure brand standards are met in every conversation to maintain our award-winning customer service

Qualifications

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems – we’ll train you on our tools)
• Reliable high-speed internet and a quiet home workspace
• Availability for weekend and holiday shifts, our busiest periods
• Previous call center experience preferred, not required

Requirements

• Daily operations are divided into 8am - 4pm or 10am – 6pm shifts (time zone is defaulted to Mountain Time). (Start date of Sept 19th)
• We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming.

Benefits

• Free Alterra Mountain Company Employee pass: Unlimited access to all Alterra Mountain Company owned resorts
• Ability to upgrade to full Ikon Pass at heavily discounted rate
• Ability to ski regularly (barring blackout dates at Deer Valley)
• Access to 645+ industry discounted brands through Expert Voice
• Discounted access to Rossignol/Dynastar/Lange equipment
• 401K benefit and match for ALL staff members over 18 years old
• Local ski pass reimbursement up to $500 – to be eligible for reimbursement, you must work through your agreed upon end date