Mountain Sales Call Center Supervisor

Company Description

With roots dating back to 1946 and a division of Aspen One, Aspen Skiing Company owns and operates four mountains—Snowmass, Aspen Mountain, Aspen Highlands, and Buttermilk—creating premium, sustainable, and transformative experiences in recreation, culture, and nature. In addition, the company runs the award-winning Aspen Snowmass Ski & Snowboard School, Four Mountain Sports rental and retail shops, and a collection of sustainably sourced on-mountain food and beverage outlets. Aspen Snowmass encompasses 5,680 acres of skiable terrain across four mountains, more than 40 ski lifts and more than 410 trails. Aspen One is the parent company of Aspen Skiing Company, Aspen Hospitality and ASPENX and leverages its influence across all of its business units to advance climate action, community engagement and racial justice. For more information, visit www.aspensnowmass.com or follow @aspensnowmass on Twitter, Instagram or Facebook. 

Job Description

The Mountain Sales Call Center Supervisor leads employees in the fulfillment of department performance standards and phone sales expectations for on-mountain products including lift tickets, season passes, rental equipment, ski school lessons, etc.

• This is an 8 month position, based out of Riverside in Basalt.
• The budgeted salary range for this position is $58,783 – $64,661. Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus
• Applications for this position will be accepted on a rolling basis, or until the position is filled. 

Essential Job Functions 

• Provides supervision and support to sales agents within the MSCC team.
• Balances team and individual responsibilities,
• Exhibits objectivity and openness to others’ views; Gives and welcomes feedback
• Contributes to building a positive team spirit; Puts success of team above own interests
• Builds morale and group commitment to goals and objectives
• Supports everyone’s efforts to succeed
• Recognizes accomplishments of other team members 
• Demonstrates exemplary customer service at all times and maintains team standard for guest service excellence. 
• Collaborates with management in the hiring of seasonal staff, assists with annual performance reviews as well as payroll, hourly staff schedule and employee relations. 
• Manages workflow of employees, assisting with creating and monitoring team schedules. 
• Provides ongoing training to staff with regards to Operating Standards; promotes product knowledge, upselling techniques, software and other training, etc. 
• Analyzes team performance to identify trends and provides feedback for management and/or Training team.
• Attends to all guest issues, researching and resolving issues in a timely manner with professionalism, communicates feedback regarding issue and resolution to the appropriate parties.
• Develops relationships with key personnel to help facilitate effective cross-communication between relevant departments. 
• Gains a working knowledge of and assists with of all aspects of the MS&S Department.
• Has an active comprehension of both internal and guest facing technology and the ability to troubleshoot and support the processes. 
• Monitors and maintains sales production of team with a focus on guest experience 
• Leads department by example in answering inbound guest calls and converting them into sales. 
• Demonstrates and assists staff with sales skills, identifying guest needs and upselling opportunities whenever possible. 
• Provide continuous performance feedback to staff, through call scoring, offering coaching and completing documentation throughout the season. 
• Identifies and resolves problems in a timely manner,

Qualifications

• High School degree or equivalent; College degree preferred 
• Advanced leadership and team management skills preferred 
• Strong computer proficiency, including typing skills and the ability to navigate through multiple computer systems required 
• Attention to detail and problem-solving skills required 
• Strong written and verbal communication required 
• Familiarity with Resort Technology Partners (RTP) software a plus 
• Money handling experience with US currency required 

Additional Information

Supervision Given and Received 

Supervision given: Exercises general supervision over Mountain Sales Call Center Agents. Assigns a variety of routine tasks, sets general expectations of results expected within company’s policies and procedures. Responsibilities include but are not limited to planning, assigning, timekeeping, and directing work; appraising performance; rewarding, motivating and coaching employees; addressing complaints and resolving problems. 

Supervision received: Works under general supervision of the Mountain Sales Call Center Manager. Receives continuing or individual assignments according to supervisor’s directions and may perform routine tasks. Expectations of the quality, quantity and deadlines are clearly set. Instructions, advice and assistance available as needed. Work is reviewed on demand or during scheduled check-ins. 

Work Environment and Physical Demands 

• Ability to be on your feet, kneel and bend for extended periods of time 
• Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces 
• Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance

Job Benefits

This position is classified as a seasonal full-time position eligible for the following benefits. Note enrollment dates differ across the various programs. 

• Paid Time Off Programs 
• Paid Leave Programs 
• Employee Ski Pass 
• Other company perks 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700. 

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen Skiing Company / ASPENX / The Little Nell / Limelight Hotel is an equal opportunity employer. 

For an overview of Aspen Skiing Company’s benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace. Read more about our policies as it relates to employee safety here

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