Call Center Agent Job at Sugarbush Resort in Montpelier

Overview

Sugarbush Resort is a year-round destination offering some of the best skiing and riding in the east, an award-winning ski school, golf, disc golf, an array of dining venues, and a fully appointed Health and Recreation Center. Do you want to join an all-star team dedicated to delivering an unparalleled guest experience? Make this your best season yet by joining the team at Sugarbush and taking advantage of everything Vermont has to offer.

Beyond getting paid to work at an incredible resort, what\'s in it for you?

• Free skiing + riding privileges at Sugarbush and across the family of Alterra
• Mountain Company resorts for all eligible employees and their dependents
• Free or discounted IKON pass
• Golf perks along with health & recreation center membership for eligible employees and their dependents
• Vacation and sick time for eligible employees to rest, relax and recharge
• Generous discounts on food & beverage, apparel, and outdoor gear
• Medical, dental, vision, life, AD&D, short term & long-term disability insurance
• EAP, HSAs, FSAs, and more
• 401(k) plan with generous company match
• Paid parental leave of up to 6 weeks for eligible employees
• Employee housing (subject to availability)

Position Summary

The Call Center Agent serves as the first line of contact for Sugarbush Resort guests. Agents\' primary responsibility is to book products in advance of guests\' upcoming visit and field inquiries regarding Sugarbush Resort. Special attention to first-time visitors and guests with complex requests requires agents to have specific resort knowledge and attention to detail. Agents may also be tasked with outbound sales campaigns and other special products as needed.

This is a full-time year-round position with a wage range between $19.50/hr - $22.00/hr depending on experience. This position can be a hybrid position, meaning employees can work partly in the physical workplace, and partly remotely. If you prefer to work from the office full time, that opportunity will be available to you.

Responsibilities

• Provide customers with quality customer service in a friendly and positive manner
• Understand and develop an in-depth knowledge of products offered (Sugarbush Lodging, Season Passes, daily tickets, Rental Equipment rentals, Adult and Child Ski School, and Resort Events and Activities)
• Cover an 8-hour shift on phones—sometimes longer during holiday and peak periods
• Demonstrate technical skills and understanding of Intopia, SMS, RTP, AMP, and basic math; proficient with Microsoft Office Suite and web-browsing tools
• Participate in all assigned daily duties, including fulfilling online sale orders, assisting guests via telephone, Live-Chat, email or other written communications
• Provide resort and local information; assess customer needs and present best-fit products
• Check voicemails and emails promptly and respond within 24 hours
• Resolve guest complaints and communicate options
• Adhere to departmental and company policies; participate in training and development
• Other duties as assigned

Qualifications

• High School Diploma or equivalent
• Previous direct experience with reservations/sales and/or customer service preferred
• Professional communication skills
• Proficient computer and interpersonal skills
• Ability to handle a high volume of calls positively and in brand voice
• Mature, dependable, flexible, team-oriented; able to stay calm under pressure
• Self-motivated, sales-oriented
• Ability to apply mathematical skills to complex purchases
• Flexible schedule, including weekends and holidays

Sugarbush Resort is an Equal Opportunity Employer.

An offer of employment may be contingent upon the results of a background, MVR, or criminal records check.