Job DescriptionJob Description
Overview of Position: The Windham Mountain Club Winter Reservations Representatives are responsible for interacting with guests to ensure a memorable time throughout their mountain experience. Representatives will assist guests by answering questions, booking reservations, providing information, answering emails, and handling complaints. They are stationed in the Call Center. This position is a high-volume, customer-facing position and requires the utmost professionalism.
This position can be hybrid depending on applicant's qualifications and experience.
Job Duties:
- Answer inbound telephone calls in a professional and timely manner
- Return any missed calls and/or voicemails within a prompt timeframe
- Create new guest reservations for tickets, passes, tubing, rentals, and Ski and Ride School
- Stay up to date with the latest packages and offering available for booking from Windham Mountain Club
- Answer general information questions regarding all resort hours and operations
- Responsible for operating the point of sale system to handle basic transactions including snow checks, snow dough/gift card balance additions/inquiries, and ticket sale processing daily
- Must be able to resolve all guest issues in a calm and efficient manner, and use judgment in elevating or routing issues to a manager or other departments
- Proactively find ways to ensure our guests have a memorable experience
Job Qualifications:
- Excellent interpersonal and communication skills to interact with all guests and employees in a friendly and helpful manner.
- Strong computer and phone system skills; must have experience with basic computer software.
- Must be able to calmly handle stressful, noisy, and crowded situations, and be able to react quickly in a changing environment.
- Maintain a clean and professional appearance at all times.
Work Schedule and Conditions:
We are in the business of providing a premier product and guest experience. Traditionally our busy periods are during weekends and holidays, which you will be expected to work. You can also expect to be asked to work extra hours or days on occasion, especially during the busier holiday periods.