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Call Center Lead

Date: Jan 11, 2019

Location: Broomfield, CO, US

Company: Vail Resorts

Reach Your Peak at Vail Resorts. You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak.

Welcome to Vail Resorts. Reach Your Peak.

Summary of Job:

The Call Center Lead will assist call center agents with questions and take escalations as necessary.  Lead will be responsible for the continued training and coaching for the assigned agents to insure the highest quality phone interactions with our guests.

Job Responsibilities:

  • Shift hours will be the closing shift and will vary by the time of the year
  • Will listen side by side with new agents and provide necessary assistance
  • Will listen to calls remotely to insure the best quality of calls
  • Coach agents regarding correct call information and call management
  • Will provide feedback to the Trainer to insure ongoing training improvements
  • Communicate information to agents of upcoming product changes
  • Process transactions as needed if they require immediate assistance
  • Assist with escalated customer calls
  • Inspire team to insure efforts and improving overall call stats on a regular basis
  • Answer call center phone calls providing the highest level of customer service to our guests while maintaining current product and resort knowledge as well as many changes in services/ products and adhere to department and company written and verbal policies and procedures as designated by management
  • Seasonal tasks include receiving faxes and emailed signed documents for season passes, form adjustments
  • Other duties as assigned

Job Requirements:

  • High School Diploma, College preferred
  • Call Center or Customer Service experience
  • 1-2 years leading a team
  • Working knowledge of Microsoft Word, Excel
  • Verbal and written communication skills, the ability to lift up to 25 pounds, presentation skills


  • Frequent interaction with Guests
  • Frequent internal contacts include Mountain PSS, Accounting, and the Wholesale Department
  • Managing between 8-12 individuals


We offer a variety of career opportunities at our world-class resorts and corporate headquarters near Boulder, Colorado in fields like Finance & Accounting, Human Resources, Information Technology, Legal, Public Affairs & Sustainability, Marketing, Sales & Communications and more. Our corporate team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more at
Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.


Requisition ID 164306

Nearest Major Market: Denver