Alterra Mountain Company

• Monitor agents’ tasks, shared email inbox, and phone time accountability • Create weekly schedule; ensure coverage will align with task organization • Lead 1:1s with agents, providing constructive feedback and channeling their input upward • Collaborate on initial and ongoing reservations agent training • Lead sections of team meetings and represent reservations in local ops meetings • Answer team’s questions and concerns • Jump in directly with customers during busy periods, walking them through the reservation process • Support emails and voicemails during busy periods • Align with our local shops to assist with any modifications, switch outs, pickups and to maximize revenue during peak periods • Ensure brand standards are met in each conversation to maintain our award-winning customer service

• Answer incoming calls and assist customers in booking ski and snowboard rentals, taking detailed notes on each call • Answer guest questions about our service, locations, and equipment • Upsell helmets, high-performance boots, damage insurance, and goggles based on customer needs • Call back missed calls /pending orders/loyal returning guests, answer emails and voicemails throughout your shift • Stay ahead of online bookings for your assigned markets, placing them and verifying missing information (we use Inntopia and Aspenware – we'll train you)

• Monitor agents' tasks, shared email inbox, and phone time accountability • Assist with task organization and completion • Collaborate on initial and ongoing reservations agent training • Answer team’s questions and concerns • Jump in directly with customers during busy periods, walking them through the reservation process

Role Description As a reservation agent, you are the first point of contact for a high percentage of our customers. In this position, you will be responsible for walking our customers through the reservation process, ensuring a high standard of accuracy and clearly communicating our service details. You’ll also upsell additional products and features we offer, answer customer questions about our services and resorts, and get our customers excited for their ski vacation. Our call center is open 8 am - 6 pm Mountain Time, 7 days a week. Primary Responsibilities - Answer incoming calls and assist customers in booking ski and snowboard rentals, taking detailed notes on each call. - Answer guest questions about our service, locations, and equipment. - Upsell helmets, high-performance boots, damage insurance, and goggles based on customer needs. - Call back missed calls/pending orders/loyal returning guests, answer emails and voicemails throughout your shift. - Stay ahead of online bookings for your assigned markets, placing them and verifying missing information (we use Inntopia and Aspenware – we'll train you). Secondary Responsibilities - Contact guests staying with our lodging partners for potential sales opportunities. - Align with our local shops to assist in any modifications, switch outs, pick-ups and to maximize revenue during peak periods. - Ensure brand standards are met in each conversation to maintain our award-winning customer service. Qualifications - Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems – we’ll train you on our tools). - Reliable high-speed internet and a quiet home workspace. - Availability for weekend and holiday shifts, our busiest periods. - Previous call center experience preferred, not required. Requirements - Daily operations are divided into 8 am - 4 pm or 10 am – 6 pm shifts (time zone is defaulted to Mountain Time). - Start date of Dec 5th. - We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming. Benefits - Free Alterra Mountain Company Employee pass. - Unlimited access to all Alterra Mountain Company owned resorts. - Ability to upgrade to full Ikon Pass at heavily discounted rate. - Ability to ski regularly (barring blackout dates at Deer Valley). - Access to 645+ industry discounted brands through Expert Voice. - Discounted access to Rossignol/Dynastar/Lange equipment. - 401K benefit and match for ALL staff members over 18 years old. - Local ski pass reimbursement of up to $500 – in order to be eligible for reimbursement, you must work through your agreed upon end date.