Contact Center Associate

SPECIFIC JOB REQUIREMENTS:

• Position requires a mature, dependable, flexible, team oriented person who is able to stay calm under pressure
• Must be punctual and reliable
• Professional communication skills, both verbal and written, are required. Position requires answering phone calls and responding to text messages using full sentences, with proper grammar and punctuation.
• Ability to self-motivate, multi-task, focus and prioritize in a dynamic environment
• Detail and accuracy orientation
• Possess strong interpersonal skills to successfully interact with guests, vendors, departments and staff
• Requires extended hours of sitting or standing at a desk
• Requires 40 hours per week – varying schedule
• Weekends and Holidays required
• Computer skills required
• Willingness to search out information to provide callers with answer to all questions
• Must be punctual and reliable

DUTIES AND RESPONSIBILITIES: Duties assigned in order of priority:

• Answer and respond to all calls or texts as quickly as possible, preferably on the first ring or notification.
• Assist with accounting, admin and reservations tasks as assigned between calls
• Receive, sort and route daily company mail to appropriate persons/divisions/sites
• Computer spreadsheets have been developed to log specified daily information, along with notes summarizing important company or guest comments/information/procedure variations. The purpose of this is to enable consistent daily service delivery to guests.
• Other duties as assigned

Below is a list of daily tasks for effectively completing the above assigned duties:

• Arrive on time each day to get the computer and screens up and running in preparation for incoming calls and texts.
• Check SB G-mail for important updates/information and the snow/weather conditions
• Call DV weather line and Ski Patrol updates for additional weather information
• Make daily updates on the computer Z drive form: snow base/new snow/call queue data (skier count is also tallied, but that information in never shared.)
• Update Z-drive docs. This task is ongoing as needed.
• Team with other associates to establish consistent procedures for sharing, processing, filing and deleting of email messages. (This is so important for providing consistent service delivery to guests.)
• Work with all departments and personnel to keep the online directory up to date and efficient
• Log daily sheet of tasks, activities, queue counts to immediate supervisor
• Learn procedure for placing and recording long distance/international calls