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Call Center Lead - Year Round - Broomfield

Date:  Jun 8, 2021
Location: 

Broomfield, CO, US

Company:  Vail Resorts
Shift Type:  Year Round

Reach Your Peak at Vail Resorts.  As a community of adventurers and discoverers, Vail Resorts delivers an experience of a lifetime to our guests and our employees. Our team is made whole by the brave, passionate individuals who ambitiously push boundaries and challenge the status quo. Whether you’re looking for seasonal work or the career of a lifetime, join us today to reach your peak. 

 

The Contact Center Lead will assist support 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 and experience of a lifetime.

  • Shift hours will include closing/opening, weekends, and holidays; and will vary by the time of the year.
  • Will listen side by side with team of agents and provide necessary assistance and feedback.
  • Will listen to calls, shadow chat engagements, evaluate email correspondence remotely to ensure that best quality of guest contact, provide necessary assistance and feedback.
  • In-chat management-shadow new agents to help build best practices, assist with in-chat policy escalations, enhanced queue management with data visualization technology to better understand guest contact trends/provide support.
  • Build predefined content to enhance informational accuracy, decrease average chat time, reinforces brand loyalty.
  • Will provide feedback to the Training Facilitator to assist with ongoing training development growth.
  • Provide new information to contact center agents as it is available to ensure we are providing the most accurate information.
  • Process transactions as needed when requiring immediate assistance and assisting with all transaction requests.
  • Assist with escalated customer requests (calls, chats, and emails).
  • Motivate team to insure efforts are improving overall call stats on a regular basis.
  • Answer contact center chats, emails, and 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 departmental and company written and verbal policies and procedures as designated by management.
  • Seasonal tasks include receiving 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 and presentation skills.

 

Scope:

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

 

Home Office Requirements:

  • High speed wired internet connection; 20+mbps that is provided by a direct carrier (Satellite Internet is not permitted)
  • Private, secure, distraction free workspace
  • Dedicated phone line required (VoIP is not permitted)

 

*Computer equipment will be provided by the company*

 

The budgeted range starts at 17.00-19.00.  Actual pay will be adjusted based on experience.


The perks include a free ski pass, and a set of benefits including... 

  • Medical, Dental, Vision insurance, and a 401(k) retirement plan  
  • Hourly employees are generally eligible for accrued Paid Time Off (PTO), Extra Time Off (ETO) and Sick Time.  Salaried employees are generally eligible for Flexible Time Off (FTO) 
  • Paid Parental Leave for eligible mothers and fathers  
  • Healthcare & Dependent Care Flexible Spending Accounts  
  • Life, AD&D, and disability insurance 

 

We offer a variety of professional career opportunities at our corporate headquarters near Boulder, Colorado. Our corporate headquarters team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more about positions at our corporate office. Visit www.vailresortscareers.com

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 317707


Nearest Major Market: Denver