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Call Center Agent - Winter Seasonal - Stevens Pass (Leavenworth Office)

Date: Jan 15, 2019

Location: Stevens Pass, WA, 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.

Love what you do! Because that’s what we’re all about. The Stevens Pass staff is comprised of individuals who thrive in the outdoors, love the mountains, and are passionate about what they do. We look for applicants who share in this passion, whether you are looking for a seasonal job or wanting to build an exciting career, don’t miss the chance to work and play in Washington's winter wonderland. If you sound like our ideal applicant, please apply online and show us what you’ve got.

Top five reasons to work in Guest Services:

  1. Team Environment - A chance to meet and work with interesting people from around the world and build lifelong friendships.
  2. Leadership - A dedicated support team that focuses on YOUR needs.
  3. Growth: The opportunity to expand your skills and knowledge through ongoing training and development.
  4. Variety – Every day offers new experiences.
  5. Networking: Work with employees from other departments and divisions, building relationships that last a lifetime!


Position Status: Full or Part Time (PT: 16+hrs/week, FT 32+hrs/week), Seasonal, Hourly


The Call Center Agent is part of the Stevens Pass Reservations Department, located in downtown Leavenworth, WA. The Agent will be responsible for providing exceptional over-the-phone customer service, technical support, coordination of reservations, processing sales, and speaking to all mountain services. Products and services include but are not limited to: season passes, multiple day lift access, snow sports school, rental equipment, mountain education classes, trip planning, and general mountain information. As a Call Center Agent, you will be the first point of contact and the voice of Stevens Pass! This position will require a person who is committed to providing Stevens Pass guests with an Experience of a Lifetime through outstanding customer service and properly pairing products with the guests’ needs.  The Call Center Agent is responsible for learning and mastering departmental best practices with the resources provided. This position requires a full knowledge of our products and services and is responsible for collecting guest information. The Call Center agent must be available for a two-day training prior to resort opening (training date in early November, TBD). We are looking for guest service oriented individuals who are positive, outgoing, operate with great integrity, have a high level of computer proficiency, like to have fun, have a passion for the outdoors & Stevens Pass products, are well disciplined, and take pride in their work.


  • Deliver outstanding guest service over-the-phone and through email
  • Answer calls, respond to voicemails and emails 
  • Ability to learn, understand, and effectively communicate with guests about products and services offered; and recommend most suitable options to guests
  • Enter new, and update existing, guest information into systems
  • Process transactions and reservations
  • Research required information using available resources
  • Offer technical support for guests using ecommerce website
  • Understand the guest path at the resort; and set the guest up for success prior to arrival
  • Identify and escalate priority issues
  • Route calls to appropriate internal parties
  • Manage and resolve guest service complaints
  • Follow up on customer calls where necessary
  • Complete individual call reporting
  • Perform other duties as needed


  • High school diploma or equivalent; college degree preferred
  • Knowledge of customer service best practices
  • Proficient in relevant computer applications such as MS Office Suite
  • Knowledge of call center telephony and technology preferred
  • Experience in a call center or customer service environment
  • Strong data entry and typing skills, while on the phone
  • Knowledge of administration and clerical processes

Key Competencies:

  • Excellent verbal and written communication skills
  • Active listening skills
  • Attention to detail
  • Problem analysis and solving
  • Organizational skills
  • Judgment
  • Adaptability
  • Team work

We’re looking for team members whose legendary attention to detail and commitment to phenomenal service comes naturally. Pursue a lifestyle that will elevate your expectation of what work can look like. Nothing is too big or too small for the staff to bravely pursue and elevate the expectations of the guest.

Do you love the mountains and wonder what it would be like to work at a mountain resort? Looking to try something new and learn how to ski, snowboard or downhill mountain bike? Are you looking to meet new friends from all over the country and world? If you answered yes to any of these questions, we invite you to come join our community at Stevens Pass today! Why not work where you play, and let Stevens Pass be your office.

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 163756