Reservations Team Leader

Job Title: Reservations Team Leader 

Location: Remote 

Terms: Seasonal, full-time available 

Pay: $21/hour base wage, plus customer-service & upsell based bonus 

Requirements:  

Expect weekend and holiday work as these are our busiest periods, on a needed basis. Daily operations divided into 7am - 3pm, 8am - 4pm, 9am - 5pm, 10am - 6pm or 11am - 7pm shifts. 4-day weeks of 10 hours, Thursday – Sunday is an option, limited positions available. Previous call center experience preferred, not required! (Start date of September 15th) 

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 the Reservations Team Leader, you are viewed as a leader by our team, who are the first point of contact for a high percentage of our customers. In this position, you will be responsible for answering questions, assigning tasks, monitoring calls and 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 - 7pm 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 up to $500 - in order to be eligible for reimbursement you must work through your agreed upon end date

​

Primary Responsibilities: 

• Shared Responsibility of monitoring agents' tasks, res email & phone time accountability 

• Assisting Management team with list preparations & delegations

• Assisting with Task Calendar assignment 

• Collaborating with initial reservation’s agent training and ongoing training 

• Responsible for answering team’s questions and concerns on MOD days

Secondary Responsibilities: 

• Answer incoming calls and assist customers in booking ski and snowboard rentals during busy periods 

• 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. 

• Answer all emails and voicemails at assigned times 

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

• Ensuring brand standards are being met in each conversation