Central Sales Agent

at  Vail Resorts Corporate

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you!
Hiring for our seasonal positions occurs on a rolling basis. Applications will be accepted until December 15th or until the positions are filled (whichever is first).

JOB SUMMARY:

Start Your Career Opportunity of a Lifetime at Vail Resorts: Vail Resorts Corporate Sales and Services (CSS) department is seeking a passionate, guest experience driven, and enthusiastic individual to join our remote team! Our team is composed of goal-oriented individuals who are encouraged to bring their unique skill sets to work every day. You will be an active member of a team that works to provide our guests an Experience of a Lifetime at our Epic mountains across the U.S. and Internationally.
Our team members are responsible for all one-on-one interactions that take place across our communication channels (phones, email, and occasionally chat) and actively contribute to the overall experience of our guests. Inbound calls, chats, and emails offer a variety of sales inquiries, general information about our products and resorts, support, and opportunities to provide helpful solutions to guest service incidents. You will be part of a dynamic team with CSS whose opportunities for both personal and professional development are limitless!

JOB REQUIREMENTS:

• High School diploma or GED equivalent: college preferred
• 1+ year experience in a customer service role preferred
• Knowledge of and the ability to use a PC as well as Microsoft Office Suite and ability to quickly learn call center phone systems.
• Distraction free environment and workspace
• Cell phone and or Land Line
• High speed internet (wired connection) 20+mbps that is provided by a direct carrier
  The expected Total Compensation for this role is $20.00 - $22.76. Individual compensation decisions are based on a variety of factors.

Able to provide an Experience of a Lifetime through consistently providing positive guest interactions and strong attention to detail.

• Ability to communicate well verbally and in writing. Writing is succinct and free of grammatical and punctuation errors.
• Working with managers to achieve monthly departmental goals.
• Must be able to maintain quality performance on incoming multi-channel contact from guests with a goal of answering at least 50-75 contacts per day along with other contact KPI (Key Performance Indicator) goals like quality and customer satisfaction.
• Guest contact across voice, email, and chat reflect a variety of sales, service, and service recovery communications.
• Retaining significant amounts of information to provide the best customer service with the most accurate and helpful information.
• An organized, responsible, punctual, and accountable individual who has a sense of urgency, recognizes the importance of adhering to contact center protocols and customer service standards.
• Ability to work well with the contact center team as a whole. This means actively contributing to team meetings, maintaining flexibility in employee scheduling with a willingness to adapt to changes in workflow and environment as our business is ever-changing.
• The ability and willingness to work on other back-end administrative tasks such as processing delinquent payments, on an as needed basis, or specialty areas such as Better Business Bureau responses, escalations, and quality monitoring.
• Successful seasonal agents continually demonstrate the ability to go above and beyond basic job requirements, including bringing suggestions for improvement to leadership.
• Flexibility to work assigned schedules, as needed. Schedules can shift to satisfy needs of business. Schedules may include 3:30-midnight on ~7 peak days and all candidates will be required on designated peak days with some holidays required.
• This is a seasonal, full-time, role, reflecting 32-40 weekly hours with required overtime during peak periods and deadlines

JOB RESPONSIBILITIES:

Responsible for providing informed and accurate responses to customers about products and services offered for all ski resorts and properties in the Vail Resorts portfolio via telephone and/or email.

Able to provide an Experience of a Lifetime through consistently providing positive guest interactions and strong attention to detail.

• Ability to communicate well verbally and in writing. Writing is succinct and free of grammatical and punctuation errors.
• Working with managers to achieve monthly departmental goals.
• Must be able to maintain quality performance on incoming multi-channel contact from guests with a goal of answering at least 50-75 contacts per day along with other contact KPI (Key Performance Indicator) goals like quality and customer satisfaction.
• Guest contact across voice, email, and chat reflect a variety of sales, service, and service recovery communications.
• Retaining significant amounts of information to provide the best customer service with the most accurate and helpful information.
• An organized, responsible, punctual, and accountable individual who has a sense of urgency, recognizes the importance of adhering to contact center protocols and customer service standards.
• Ability to work well with the contact center team as a whole. This means actively contributing to team meetings, maintaining flexibility in employee scheduling with a willingness to adapt to changes in workflow and environment as our business is ever-changing.
• The ability and willingness to work on other back-end administrative tasks such as processing delinquent payments, on an as needed basis, or specialty areas such as Better Business Bureau responses, escalations, and quality monitoring.
• Successful seasonal agents continually demonstrate the ability to go above and beyond basic job requirements, including bringing suggestions for improvement to leadership.
• Flexibility to work assigned schedules, as needed. Schedules can shift to satisfy needs of business. Schedules may include 3:30-midnight on ~7 peak days and all candidates will be required on designated peak days with some holidays required.
• This is a seasonal, full-time, role, reflecting 32-40 weekly hours with required overtime during peak periods and deadlines.

Full Time roles are eligible for the above, plus:

• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plan