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Shuttle Reservations Team Lead - $17 per hour

Date:  Jun 12, 2022

Edwards, CO, US

Company:  Epic Mountain Express
Shift Type:  Year Round

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. 



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



Job Specifications:  

  • Outlet:  Epic Mountain Express - Edwards,CO

  • Starting Wage:  $17 per hour

  • Effective October 2022 minimum wage will be increased to $20/hour.

  • Shift & Schedule Availability:  Full Time


One Job – Double the Benefits.  Working for Epic Mountain Express 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 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.


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 dispatch teams and airport staff to provide an Experience of a Lifetime to our guests.


Responsibilities include (but are not limited to):

  • 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:

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



Ability to work a flexible schedule; including nights, holidays and weekends - required

The budgeted range starts at $17-$22.  Actual pay will be adjusted based on experience. Possible $1/hour bump for working in office and weekends.






The budgeted range starts at $17 - $22.  Actual pay will be adjusted based on experience.


Job Benefits:  

  • Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons  
  • MORE employee discounts on lodging, food, gear, mountain shuttles AND during the summer on bike haul, golf and other activities 
  • 401(k) Retirement Plan  
  • Employee Assistance Program 
  • Excellent training and professional development 
  • Referral Program 

Seasonal Full Time roles are eligible for the above, plus: 

  • Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (after eligible employees work 500 hours) 
  • Free ski passes for dependents 
  • Critical Illness and Accident plans 


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. 


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 429467

Nearest Major Market: Denver