Central Reservations Agent

Job Title: Reservation Agent

Location: Remote

Terms: Seasonal, full and part-time roles available

Pay: $18/hour base wage, plus customer-service & upsell based bonus

Requirements:

Expect weekend and holiday work as these are our busiest periods. Daily operations broken into 7am - 3pm, 8am - 4pm, 9am - 5pm or 10am – 6pm shifts. Limited positions available. Previous call center experience preferred, not required! (Start date of Nov 25th)

About us:  

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years rallying behind collaboration, accountability and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture and fun work environment to create a customer experience unlike any other.

Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below:

Service | Simple | Purposeful | Curious | Give

Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we don’t stop there. Our culture is about being a part of something bigger. Whether it’s contributing to our net zero climate initiatives, building lifelong friendships or making a customer’s vacation memorable, a job at Ski Butlers will be the best decision you make. 

Ski Butlers is a stand-alone business under Denver based Alterra Mountain Company.

About the role:

As a reservation agent you are the first point of contact for a high percentage of our customers. In this position, you will be responsible for walking our customer through the reservation process, ensuring 100% accuracy and clearly communicating our service details. Upselling additional products and features we offer, answering customer questions about our service and the resorts we operate in and getting our customers excited for their ski vacation are also a top priority. Our call center is open 7am - 6pm MST, 7 days a week.

Perks and Benefits:

• Free Alterra Mountain Company Employee pass: 

• Unlimited access to all AMC owned resorts 

• Ability to upgrade to full Ikon Pass at heavily discounted rate 

• Ability to ski everyday* 

• Barring blackout dates at Deer Valley 

• Access to 645+ industry discounted brands through Expert Voice 

• Discounted access to Rossignol/Dynastar/Lange equipment 

• 401K benefit and match for ALL staff members over 18 years old 

• Local ski pass reimbursement of up to $500 – in order to be eligible for reimbursement, you must work through your agreed upon end date

Primary Responsibilities:

• Answer incoming calls and assist customers in booking ski and snowboard rentals, this includes taking detailed notes of each call. 

• Answer any guest questions about our service, our locations, or our equipment. 

• Upsell helmets, high performance boots, damage insurance and goggles based on customer needs. 

• Call back any missed calls in the queue, answer all emails and voicemails throughout your shift. 

• Monitor our Chat Assistant line during scheduled shifts. 

• Alignment with our local shops to assist in any modifications, switch outs, or pick-ups.   

• Ensuring brand standards are being met in each conversation.    

Secondary Responsibilities: 

• Send texts daily to incoming customers to ensure the information we have is 100% correct. 

• Make outgoing calls to pending orders & loyal returning customers to help them with any questions and complete their booking. 

• Contact guests that are staying with our lodging partners to see if they need any rentals during their stay.  

• Alignment with our shops to book the maximum revenue possible during our busiest times and retain our award-winning customer service.