Call Center Supervisor - Northstar California Resort - Winter Seasonal

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

One of the finest year-round mountain resorts in North America, Northstar California is host to a base area village featuring unique shops and restaurants, a conference center, 9,000 square foot outdoor skating rink, on-site lodging, special events and more! A winter sport enthusiast's paradise, Northstar offers 97 ski trails spread across 3,170 acres, award-winning terrain parks and snow sports including alpine and Telemark skiing, snowboarding, cross-country skiing, snowshoeing and tubing. Summer activities include mountain biking, golfing, scenic lift rides for sightseeing and hiking, and fly-fishing!

The Supervisor in the Call Center is a part of the Product Sales & Service Department. This position is responsible for satisfying and exceeding guest expectations by delivering outstanding guest experiences through resort and product knowledge. The Product Sales & Service Department is a high-volume department with a large amount of guest service interactions.

Additional responsibilities include (but are not limited to):

• Answer phones in a timely, efficient, and professional manner. Offer a good first impression to each caller, everytime.

• Willingness to make a conscious effort to communicate with the Call Center Manager, and be part of a cohesive management team

• Assist the Call Center Manager in the hiring, training, supervising, and guiding of the Call Center staff

• Ability to create a positive and supportive environment for Call Center and PSS staff, i.e. encouraging questions from staff, acting as a behavioral role model for staff, etc.

• Preparing for day’s sales/events/etc. prior to staff arriving each day, i.e. dry erase updates, morning meeting notes, Sharepoint updates, lunch/break assignments, etc.
• Ability to address guest and employee issues in a timely, professional manner; documenting issue and/or referring to others, if necessary
• Ability to determine when you can handle an issue, and when it needs to brought to the attention of others, i.e. Call Center Manager, PSS Director, Skier Services Director, etc.

• Make reservations/sell products in all the RPOS modules, i.e. Advanced Sales, Private Lessons, Pass/Media Sales involving sales of:

Lift Tickets/Season Passes

Group & Private Lessons

Requirements:

• Strong communication skills; must be able to use proper English and grammar in speech and writing at all times

• Ability to maintain composure and professionalism under pressure

• Able to work independently and demonstrate team spirit

• Strong attention to detail

• Must enjoy working with people

• Ability to learn and speak intelligently about ALL of the resort products offered

Preferred Skills and Experience:

• Previous extensive guest service experience preferred

• High School Diploma or equivalent; college degree preferred

• Strong computer skills with a good understanding of Microsoft Windows, i.e. Word, Excel, Publisher, Outlook

• Prior experience with Resort POS software preferred; preferably 2-3 winter seasons working with the following RPOS modules: Access Products, Advanced Sales, Pass/Media Sales, Private Lessons, Ski School Tools (for inventory pool management), Reports, etc.

• Prior cash handling experience preferred

Have fun.　 Serve Others.　 Do Right.　 Drive Values.　 Do Good.　 Be Safe.  These are the values Vail Resorts employees embrace daily.  As the premier mountain resort company in the world and a leader in luxury, destination-based travel at iconic locations, we operate in three highly integrated and interdependent segments including mountain, lodging and real estate.  Vail Resorts employees are good at what they do and we welcome people who bring enthusiasm, pride and a commitment to creating an Experience of a Lifetime to our stakeholders.

Vail Resorts is an Equal Opportunity Employer

With diverse tree-lined mountain trails, a world-class terrain park and a vibrant village, Northstar is the perfect setting for families and snow sports enthusiasts alike. Nestled in the Sierra Nevada just 15 minutes from Lake Tahoe, 30 minutes from Reno and a few hours from Napa and San Francisco, it’s easy to explore everything Northern California has to offer. Join the Northstar team and learn why Truckee, CA has been voted one of the “Top 25 Ski Towns in the World.”

Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Requisition ID 143288