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Shuttle Reservations Lead - Epic Mountain Express - Year Round (11 Month)

Date:  Oct 19, 2021

Edwards, CO, US

Company:  Epic Mountain Express
Shift Type:  Year Round (11-month)

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.

As of Nov. 15, 2021, Vail Resorts will be requiring all employees across North America to be vaccinated for COVID-19.


One Job – Double the Benefits.  Working for Epic Mountain Express/CME gives you access to the phenomenal mountain towns and perks that come with being a Vail Resorts employee such as a free ski pass, discounted lodging at Vail Resorts properties, and discounts on retail items and dining. Epic Mountain Express/CME employees also gain access to free or discounted shuttle rides for themselves, friends, and family. Come join our team of incredible people with a passion for customer service and a commitment to ensuring all our guests enjoy all Colorado Resorts have to offer. www.vailresortscareers.com

The Reservations Team Lead assists in the daily supervision and operations of the Reservations Contact Center and facilitates the successful operation of the department’s functions by managing call volumes, providing assistance to onsite and work from home agents, handling guest issues, and working with both internal and external departments to provide an Experience of a Lifetime to our guests.



  • Knowledge of reservation database and all transportation products and services
  • Supervise and support 12-14 Reservation Agents
  • Support Agents with difficult guests, guest incidents and questions
  • Assist with holding agents accountable for their performance, attendance and behavior in a manner consistent with company policies
  • Demonstrated ability to coach and develop agents to meet or exceed their goals
  • Provide a level of customer service that exceeds guest expectations
  • Proficiency in sales techniques
  • Handle guest incidents in a professional manner
  • Inter-departmental collaboration and cooperation
  • Organizational and time management skills
  • Willing to be flexible with scheduling. This will include weekends, holidays, early mornings, late evenings, and switching days off
  • Answer contacts routed to your position in a timely manner
  • Assist with interviewing, hiring and training of agents
  • Training Department and third party vendors
  • Other duties as assigned


Job Qualifications: 

  • Call center, hospitality or sales experience
  • Valid driver’s license
  • Data entry experience
  • Proficient in MS Office Suite
  • Excellent command of the English language, both written and spoken
  • Must be able to work on the phone and computer for long periods of time
  • Flexible schedule, exceptional time management and attention to detail
  • High level of interpersonal communication and a focus on customer service skills
  • The ability to multitask


Preferred Skills: 

  • College degree
  • Previous supervisory experience
  • Experience with Hudson Transportation Management software


Epic Mountain Express is the most experienced resort transportation provider in Colorado. Our 24-hour winter season operations offer a variety of schedules and a fun environment where you can meet new people and no two days are the same. Enjoy amazing views and access to Colorado's best outdoor activities.  As part of the Vail Resorts family, we offer great benefits and perks, including a free ski pass and discounts on lodging and gear.  

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 349267

Nearest Major Market: Denver