Guest Experience Representative | Call Centre (Hybrid)

Title: Guest Experience Representative | Call Centre
Department: Guest Experience
Reports to: Guest Experience Supervisors & Guest Experience Manager

SUMMARY OF RESPONSIBILITIES:

Reporting to the Guest Experience Call Centre Supervisors, the Guest Experience Call Centre Representative is responsible for performing the day-to-day tasks required in the operation of the Guest Experience department.  
You will serve as the first point of contact for our guests, ensuring the highest level of guest satisfaction: 

• Answering general inquiries about the products and services available.
• Process sales of season passes, tickets, rental equipment, ski, and snowboard lessons & camps.
• Assist in replying to guest emails and guest inquiries via our online Live Chat.
   

THIS POSITION IS RIGHT FOR YOU IF:

• You genuinely enjoy helping guests with purchases and providing information.
• You are comfortable and effective at communicating with guests over the phone/online.
• You don’t like to be idle and thrive in busy environments.
• You enjoy the challenge of providing exceptional service and resolutions in a time-efficient and smooth process.
• You can work 2 on-hill shifts per week, as well as have an appropriate 'work from home' environment.
• You have high attention to detail and strong admin skills.
• You can seamlessly complete tasks while dealing with challenging conversations. 
• You have dreamed of working in a winter wonderland (with cozy warm workstations supplied).
• You love working in a family-oriented team, where your colleagues become your friends.
• You love to ski or snowboard, or want to learn!
• You want to ski, snowboard, snowshoe, toboggan, or tube for FREE all season long.
• You would make the most of the numerous great staff perks supplied.
• You want to share the stoke with our guests and keep the energy high.

WHAT WE REQUIRE FROM YOU:

• Previous experience in guest service or sales positions (phone-based customer service experience preferred).
• A positive attitude.
• Excellent listening and communication skills.
• Friendly, empathetic, and professional phone etiquette.
• Good perception and judgment for quickly resolving guest problems.
• Good computing skills and the capacity to learn new operating systems.
• Knowledge of Siriusware Point of Sale (POS) is considered an asset.
• The ability to use your initiative to get things done proactively.
• A supportive team member with respect for your supervisors.
• The ability to work well under pressure and in busy environments.
• The ability to learn and take on new tasks quickly.
• To ask for help when you need it, own your mistakes, and always be open to corrections.
• A dedicated and quiet 'work from home' space, with your own PC/laptop and a reliable internet connection.
• Flexibility in your schedule during high volume periods of the winter season, and a commitment to your agreed availability.

TERMS OF EMPLOYMENT:

• Seasonal position - November to April.
• Hourly rate: $18.50/hour
• Full-time staff must work a minimum of 2 days per week on-hill, with the option to work the remaining 3 days from home. This hybrid role will commence only once training is complete.
• Opportunities for continued work throughout the Summer may be available.
• Must hold a valid work VISA, Permanent Residency, or Canadian Citizenship.
• Must be available to work weekends, holidays, and some evening shifts.
• Must be available to attend all on-hill training dates (mid-November & early December).