Snowshoe Mountain Hiring for Call Center Supervisor Full Time

Please note, this position is located at Snowshoe Mountain Resort in Snowshoe, West Virginia

Flex Year Round

We are looking for people who are passionate about life and what they do. People who love the mountain lifestyle and who want to be at Snowshoe! We seek qualified candidates that exemplify our Core Values of Performance, Integrity, Collaboration, Environment, and most of all Fun!

Our goal at Snowshoe is to provide exceptional mountain experiences for our guests, employees, and community. We do so by embracing authenticity, celebrating our differences, and finding ways we can all connect through our shared passion for the mountain. At Snowshoe everyone is welcome, and we encourage you to be yourself. Simply put, you belong up here and we can’t wait to see you on the mountain!

Work, Play, Get Paid and Enjoy the Perks:

• Free skiing + riding privileges with direct to lift access at 14 iconic resorts including: Snowshoe Mountain, Stratton, Palisades Tahoe, Mammoth Mountain, Steamboat and more!

• 401(k) plan (Available to any employee over the age of 18)

• 12 Discounted Friends and Family $25 Winter Lift Ticket Vouchers

• 30% – 45% off Snowshoe food & beverage locations (excludes alcohol)

• 30% off soft goods and 15% off hard goods at Snowshoe owned retail locations.

• Pro Deals from some of the industries top brands such as Smartwool, Smith, Dakine and North Face

Flex year round (9-11 Months) – Come join us in a fully benefitted Call Center Supervisor position! We are looking for hospitality-focused people to help our agents and guests make their vacation dreams become reality. This role includes a generous benefit package and possible work from home options. If you are professional, friendly and customer service oriented, then this is a fit for you!

RESORT OVERVIEW, CULTURE AND VISION

Snowshoe is the premier destination for Mid-Atlantic and Southeast skiers, snowboarders and winter enthusiasts. We offer 257 acres of skiable terrain, 1500 vertical feet, 57 trails and the best snow around. Enjoy our world class events, cool mountain temperatures, beautiful vistas and 11,000 acres of unspoiled wilderness.

OUR VALUES

Our organizational values describe our shared beliefs…what’s important to us as an organization; how we want to treat each other and our guests.

Respect Excellence Safety Sustainability Fun

POSITION SUMMARY

The Call Center Supervisor will carry out all responsibilities in accordance with the organization’s policies, procedures and applicable laws governed by the state of West Virginia. Responsibilities include but are not limited to: Supporting the Assistant Manager and Managers in delegated tasks, offering support to sales agents as needed, running daily s, and verifying attendance. We are looking for hospitality-focused people to help our agents and guests make their vacation dreams become reality. This role includes a generous benefit package and possible work from home options. If you are professional, friendly and customer service oriented, then this is a fit for you!

ESSENTIAL DUTIES:

Assist the Assistant Manager in providing technical and guest support to team members by:

• Resolving or helping sales agents with technical or guest situations within all applicable sales systems

Assist in operations and quality tracks assurance of team and office by:

• Performing sales agent duties when not assigned a task, including answering guest calls, booking reservations, etc.
• Monitoring breaks, lunches and shift change, in accordance with the schedule
• Maintaining service levels in accordance with established Quality Management steps by coaching and advising sales techniques
• Promoting adherence to established sales techniques (Call Flow).
• Maintaining working knowledge of all aspects of sales representative’s duties
• Resolving external guest issues through active listening, explaining, and assuring guest satisfaction.
• Actively seeking ways to improve office morale and efficiency by identifying concerns, surveying conditions, and constructively recommending actions to the supervisor
• Be able to receive, apply, and provide constructive criticism in a professional manner and encourage agents to meet their sales goals
• Ensuring proper office closing procedure:
• Closing out all phones
• Ensure office is set up for the next morning
• Maintaining a safe and clean working environment.
• Complying with procedures, rules, and regulations.
• Promoting a productive, fun, and professional working environment.
• Accomplishing related and new assigned tasks as needed
• Identifies and provides management with pertinent sales information by reviewing our systems, products, website, and core of potential errors
• knows how to maneuver our systems and is able to assist agents and guests with products
• knows proper procedures when experiencing outages or systems that are not working, knows proper steps to follow to resolve issues
• participates in continuing sales trainings for systems – RTPs, SMS, Inntopia, AMP/SOI, InContact and Confluence
• Maintains safe and clean working environment by complying with procedures, rules and regulations
• Contributes to team effort by understanding financial impact in all related areas of the Call Center

This job description is an overview of the scope of responsibilities and is not intended to be an inclusive list of job tasks and expectations. With the evolution of this resort and position, the responsibilities of this position may change.

EDUCATION & EXPERIENCE REQUIREMENTS (state minimum required and preferred)

Education:

• Minimum: GED
• Preferred: Associates Degree or Equivalent

Experience:

• Two years’ experience with reservation management software
• Proven success in leadership and training

QUALIFICATIONS, KNOWLEDGE, SKILL, AND ABILITY REQUIREMENTS

• Proficient in MS Office
• Ability to learn existing and new software systems as implemented
• Team Oriented
• Willingness to learn, accept and implement change

LEADERSHIP

• Understands business complexities and assumes responsibility for driving change
• Leads employees or teams of employees to achieve goals
• Guides employees through periods of change, even during difficult times or in the face of hard business decisions
• Exhibits honesty, integrity in an environment of mutual respect and trust, core values, reliability

ENGAGEMENT

• Is inquisitive and curious, always asking questions; Seeks new and/or different or ways to improve the business; Thinks outside the box
• Is recognized by others (internally and externally) as being engaged in their role, and someone who can often see things that others have not
• Inspires, motivates, develops, energizes, and creates engaged employees, with a solid record of employee retention
• Demonstrates true passion for the job, the resort, and the company overall
• Displays rigorous commitment to the environment, financial and safety of self, business, and inherent risks through stewardship.

COMMUNICATION

• Communicates clearly and appropriately – both orally and in writing
• Responds to questions or requests in a timely manner
• Conducts regular one-on-one and departmental meetings to ensure a good flow of information
• Recognizes and rewards the achievement of his/her team and others; Ensures thank-yous are delivered
• All communication is down home and strives to improve upon a high level of guest service in a friendly manner
• Proficient in use of technology to include Excel, Word, the Internet, desktop publishing and database management software programs. Is able to learn quickly those applications not known.

DELIVERY

• Achieves high-quality business outcomes for the division as well as delivering good results that help the business overall
• Delivers highly accurate end-work product personally and through overseeing others
• Able to analyze numbers and draw conclusions from statistical information
• Meets or exceeds financial goals, budgets, forecasts
• Creates successful strategies that produce results, but is also willing to accept responsibility for shortfalls when appropriate
• Ensures a guest driven atmosphere and improves commitment to a service level that exceed our guests’ expectations

FLEXIBILITY

• Adapts and is flexible to changing business circumstances across a season, a fiscal year, and/or multiple years; Exhibits willingness to change
• Adjusts budgets and reforecasts as needed across the year based on changing business needs
• Exhibits flexibility in their thinking, will bend when needed, and will lobby others to change when necessary
• Inspires a unified team through understanding was is required for successful, cooperative and fun team success

TRAVEL REQUIREMENTS

Any employee or volunteer who operates a company vehicle including cars, trucks, snowcats, snowmobiles, or heavy equipment is required to comply with the Driver’s Standards Policy. This policy also applies to employees or volunteers driving their personal vehicles for company business more than four times per month, averaging 30+ miles per trip. All drivers should receive a full copy of the Alterra Driver’s Standards Policy; if you have not – please contact your Risk/Safety or HR/EE Department.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends and holidays.

Office Environment:

• Able to lift, carry, or otherwise move and position a minimum of 20 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis.

• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.

• Ability to work for extended periods of time standing, walking, kneeling, pushing and pulling on an occasional basis.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Vision occurs continuously with the most common visual functions being those of near vision and depth perception. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

An Equal Opportunity Employer