EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. Description

SUMMARY Supervises and coordinates activities of Customer Service Agents engaged in handling ticket and pass requests for skiing and waterpark admission, addressing customer complaints, as well as provide training to Agents by performing the following duties.

ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, other duties may be assigned)

  • Assists with interviewing, hiring and training Ticket Sellers and Customer Service Agents for both Waterpark and Ski Season outlets.
  • Creation of an orientation and training process for new Ticket Sellers and Customer Service Agents.
  • Assists with managing schedules of Customer Service Agents and Ticket Sellers. Will be responsible for vending passes and tickets during off-peak seasons.
  • Creation and maintenance of a Bible for reference of general resort information, products, specials and Customer Service procedures.
  • Creation of a Customer Service standards manual. The manual should highlight best practices, expectations, code of conduct and upselling and cross-promotion of different profit centers. Manual will stress the importance of accountability to end of day cash-up, appropriate attention to professional appearance, and providing friendly and efficient customer service in a professional manner.
  • Responsible for annual uniform order for the customer services and ticket selling departments.
  • Creation and maintenance of filing systems for season pass sales, employee and dependent passes, and waterpark products.
  • Maintain stock of magazines, trail maps, posters and all Jay Peak Resort marketing materials.
  • Trained in SysManager to assist in the updating of lift ticket rates, waterpark products, assist in salespoint set-up and ongoing troubleshooting.
  • Works closely with the Director of Ticketing and Admissions, IT and POS Auditor to continually discuss what could improve or change while maintaining more efficient procedures.
  • Other duties as assigned by supervisor, which could be directly related, or unrelated to original position.
  • SUPERVISORY RESPONSIBILITIES

    Shared supervision of l 0 -15 employees in all Customer Service/Ticketing outlets. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

    Position Requirements

    QUALIFICATIONS

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    EDUCATION and/or EXPERIENCE

    High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

    LANGUAGE SKILLS

    Ability to read and write common business levels of correspondence, memos, and formatted letters. Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization.

    MATHEMATICAL SKILLS

    Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

    REASONING ABILITY

    Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

    COMPUTER SKILLS

    Must have basic computer skills and the ability to work with Sirius software.

    OTHER SKILLS & ABILITIES

    Proven Customer Service skills and organizational ability in a fast-paced environment.

    OTHER QUALIFICATIONS

    Must have professional appearance and demeanor. Basic keyboarding skills, ability to manipulate camera, familiarity with clerical procedures and good recordkeeping, including accurate handling of large sums of money. Proper phone etiquette required.

    PHYSICAL DEMANDS

    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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    While performing the duties of this Job, the employee is regularly required to stand; sit and talk or hear. The employee is frequently required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and taste or smell. The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

    WORK ENVIRONMENT

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    The noise level in the work environment is usually moderate.

    RESORT CONDITIONS

    This is a Winter Resort Area. It requires that work venues are varied, and in many cases include steep stairways, multi-level buildings and outdoor work areas, subject to very cold, sometimes wet or very sunny work sites. Some facilities are located at the base or bottom area and some are semi-remote and can only be reached by traveling via chair lift(s), skis or snowboards. Walking surfaces are frequently frozen, sloped and slippery. Proper footwear is a must, indoors and out. Work days and hours, as well as the number of hours required will vary, with an emphasis on weekends and holidays.

    Full-Time/Part-Time Full-Time Shift Various Shifts Seasonal / Year Round TBD Perks / Benefits Hourly employee perks include a free Season Pass (for themselves & dependents), considerable discounts on childcare, lessons, rentals, waterpark, lodging, food, skating, spa & more. Number of Openings 1 Location Jay Peak, Inc

    This position is currently accepting applications.



    Associated topics: assistance, client, deskside, desktop, help desk, information technology support, network, pc, technical, technician ii

    * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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