Year Round
AUTHENTICITY | EMPOWERMENT | COLLABORATION | PURPOSE
Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 50 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.
WHAT WE OFFER
- Free Ikon Pass for all eligible employees + additional free skiing/riding privileges across the family of Alterra Mountain Company resorts for eligible employees and their dependents
- Discounted skiing/riding for friends and family of eligible employees across the family of Alterra Mountain Company resorts
- Flexible Time Off (FTO) and Paid Time Off (PTO) policies for eligible employees to relax and recharge
- Generous discounts on outdoor gear, apparel, rental cars, etc.
- Medical, dental, vision, life, AD&D, short-term & long-term disability insurance, EAP, HSAs, FSAs, and more
- 401(k) plan with generous company match
- Paid parental leave of up to 6 weeks for eligible employees
- Commuter benefits (Denver employees only)
- Flexible/hybrid workplace policy empowering employees to work from home, while encouraging regular in-person collaboration in our dog-friendly company headquarters office located in Denver’s RiNo Art District neighborhood
For information on Alterra Mountain Company’s Social Responsibility work including our Diversity, Equity, & Inclusion actions, please see our webpage at www.alterramtnco.com/social-responsibility. Among other resources, Alterra has Employee Resource Groups to support the BIPOC (Black, Indigenous, and people of color), disability, LGBTQIA2S+, and women communities within our workforce.
POSITION SUMMARY
Ikon Pass Customer Support Agents will specialize in assisting guests with all aspects of Alterra Mountain Company Season Passes. Inquiries will come thru various channels, including telephone, chat and email.
ESSENTIAL DUTIES
General Responsibilities
- Ability to thoroughly understand all products and services available through Season Pass Sales. Will present accurate, detailed information about the pass offerings and information. Will also provide general information about Alterra Mountain Company and the destinations via the telephone, email or chat.
- Technical skills and an understanding of central RTP, Ikon Tools, AMP, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite and a familiarity with web-browsing software are necessary.
- Candidates should have a proven record of being able to make logical decisions, problem solve, be resourceful, and able to multitask.
- Other duties as assigned
REQUIRED QUALIFICATIONS
- Previous direct experience with reservations/sales and/or customer service
- Professional communication skills required
- Proficient computer and interpersonal skills required
- Ability to handle a high volume of phone calls without interruption in a positive and fresh manner that represents and exudes the Ikon Pass brand voice
- Position requires a mature, dependable, flexible, team-oriented person who is able to stay calm under pressure
- Self-motivated, sales-oriented person
- Ability to apply mathematical skill to complex Season Pass purchases
- Must be available for varied shifts and days of the week with extended hours, there may be longer hours of operation based on peak sales periods (hours of operation may be 6 am to 6 pm PST daily).
PERFORMANCE CRITERIA
- Meet or exceed required call volume in a positive manner.
- Ability to handle a wide range of guest demands and attitudes during phone calls, while maintaining a productive and professional approach.
- Willingness to learn and share feedback and other information with fellow employees and supervisors.
- Uphold company and departmental policy at all times. Demonstrates support for company missions and values
- Willingness and ability to be part of, and contribute to, a successful departmental team. Is able to work under stressful conditions without creating tension among fellow employees, vendors and supervisors. Work Station and surrounding area kept neat.
- Ability to communicate in a pleasant and efficient manner. Ability to present company policy in a diplomatic way. Possesses and utilizes good verbal communication skills and phone etiquette.
- Willingness to take the guest through all phases of the reservation. Accepts responsibility for entire reservation process and projects, including any guest resolution situations with the aid of supervisory team.
- Knows policies, procedures, or ways to obtain this information.
- Willing to accept new policies and procedures as changes occur. Available for varied work shifts, as agreed upon with the season pass team.
- Ability to complete projects before work shift ends. Reservations comments and notes are clear and fully explained. Passes pertinent information and suggestions to supervisors with feedback to improve reservation process.
- Adheres to lunch and break schedules so as to maximize coverage and provide quality guest service.
- Willing to accept new and varied responsibilities. Does fair share of workload.
The base salary range below represents the low and high end of the Alterra Mtn Co Shared Services Inc. salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to experience, education, training, location, merit system, quantity or quality of production, responsibilities, and regular and/or necessary travel. The range listed is just one component of the Company’s total compensation package for employees. Other rewards may include short-term and long-term incentives and many region-specific benefits.
Denver area base hourly rate: $16.00 - $20.50 per hour
Application Deadline: This position is open and still accepting applications.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with or without reasonable accommodations.
Alterra Mountain Company and its affiliates are equal opportunity employers.
