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Call Coaching Coordinator - Year Round

Date: Aug 20, 2019

Location: Whistler, BC, Canada

Company: Vail Resorts

Whistler Blackcomb’s Mission Statement is “Experience of a Lifetime”

Love what you do! Because that’s what we’re all about. The Whistler Blackcomb 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 BC’s winter wonderland. If you sound like our ideal applicant please apply online and show us what you’ve got. #wbworklove

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 - Utilize your skills while building new ones.  Gain confidence and valuable experience.

4.  Variety – Every day offers new experiences.

5.  Social - The most fun you will ever have at work and after work.

Position Status:  Full Time (20 hrs coordinator duties, 20 hrs sr. host duties) Year Round, Hourly.

Job Summary: Manage, motivate, coach and develop the performance of the Call Center phone staff to successfully promote our products and deliver world-class customer service whilst also meeting call quality targets.

What you’ll be doing:

  • To continually strive to exceed our guests expectations
  • Provide daily/weekly/monthly call quality coaching and monitoring per each Call Center Agent
  • Ensure excellent customer service and sales excellence thru sit-ins, one-on-one call quality coaching, performance reviews, coaching plans, etc.
  • Ensure all call quality targets are met or exceeded
  • Feedback and follow-up of coaching issues as advised by other departments such as rentals, snow school, events etc.
  • To assist with the training of new and returning hosts
  • Organize training, logistics’ and scripting for inbound campaigns
  • Develop weekly/monthly/season long incentive program for all reservation center staff
  • Record, promote and recognize all incentive results.
  • Promote and maintain positive employee relations and a collaborative work environment
  • Confidently making decisions
  • Follow-up and delegate internal & external client issues to appropriate support staff
  • Participate in assigned projects as requested
  • Provide leadership and support across the reservation center
  • Be available for call center staff as a mental health & wellness resource
  • Always show up on time, in uniform, and adhere to the grooming policy

Requirements:

  • Satisfactory criminal record check.
  • Demonstrate our core values: Safety First, Striving to be The Best, and showing that We Care
  • Always show up on time, in uniform, and adhere to the grooming policy

 

Qualifications:

  • The ability to prioritize, problem solve, and multitask
  • Mature and able to perform confidently in a high-volume environment
  • Excellent communication and motivational skills
  • Broad experience in various aspects of customer service
  • Self-motivated, but also a team player
  • Previous supervisory skills are an asset
  • Keen to learn new skills, be adaptable and open-minded
  • Working knowledge of Whistler Blackcomb and other Guest Service department operations is an asset
  • Working knowledge of Whistler Blackcomb products and services is an asset
  • Good knowledge of POS systems, Word, Excel and Outlook is an asset

 

Reports to: Call Center Supervisor                                            Revised 2019-07-22

For a current list of available positions with Whistler Blackcomb, please call the Job Line at 938-7367or visit www.whistlerblackcomb.com/jobs

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 possess a calling for delivering world-class events and amenities? Explore Employment Opportunities with Whistler Blackcomb! (www.vailresortscareers.com/whistlerblackcomb).

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 170671