Call Center Agent

RESORT 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.

BESIDES 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, at home or from another workspace. If you
prefer to work from the office full time, that opportunity will be available to you.

RESPONSIBILTIES:

• Provide customers with quality customer service in a friendly and positive manner.

• Understand and develop an in-depth knowledge of products offered. These product categories include but are not limited to: 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.

• Technical skills and an understanding of Intopia, SMS, RTP, AMP, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite and familiarity with web-browsing software are necessary.

• Actively participate in all assigned daily duties, including but not limited to fulfilling online sale orders, assisting guests via telephone, Live-Chat, email or other written communications.

• Provide resort and local information to the guests. Assess customers’ needs and provide them with the best products available to meet those needs.

• Check voicemails and emails promptly and respond to the guest within 24 hours to ensure the guest’s satisfaction.

• Resolve guest complaints, handle all guest concerns, and communicate options.

• Adhere to all departmental and company policies and procedures and participate in all departmental and resort training and development courses.

• Other duties as assigned.

QUALIFICATIONS:

• High School Diploma or equivalent is required.

• Previous direct experience with reservations/sales and/or customer service is preferred.

• Professional communication skills required.

• Proficient computer and interpersonal skills required.

• Ability to handle a high volume of phone calls without interruption in a positive and fresh manner that represents and exudes the Ikon Pass brand voice.

• Position requires a mature, dependable, flexible, team-oriented person who is able to stay calm under pressure.

• Self-motivated, sales-oriented person.

• Ability to apply mathematical skills to complex purchases.

• Able to work 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.