The posting
Description The Customer Care Centre Agent is in a visible role, handling all inbound calls to the Calgary Snow Central Office and main line of the Resort. The Agent facilitates pass and product sales, online and in person retail sales, and books hotel reservations. The Customer Care Centre Agent works under the direction of the Hotel Revenue Account Manager, and closely with the Sales & Marketing departments. Essential Functions Calgary Customer Care Centre Operations
Provide outstanding customer service on all telephone and walk-in inquiries. Promptly answering incoming calls and transferring them efficiently to the appropriate departments. Proactive sales promotion, with a developed knowledge base of Resort products and services. Booking reservations for the Sunshine Mountain Lodge. Maintaining clear and effective communication with other departments, and team members. Appropriate and proactive handling of customer issues.
Administrative Functions
Responsible for general office functions (sorting mail, receiving courier items, filing, etc.) Pass printing and fulfilment, assisting customers with account set up.
Timely, complete, accurate documentation e.g., meetings, schedules, reports, purchase orders. Communicating and adhering to company initiatives, policies, and procedures.
Other duties may be requested and assigned from time to time. Experience/Requirements
Passion for customer service. Experience in a sales environment, with hotel management systems, and in the ski industry, is preferred. Positive, mature, and professional attitude. Prepared to work flexible schedules e.g., weekends, holidays, and extended hours may be required, particularly during promotion periods. Working independently may also be required. Calm under pressure and patient, with good time management skills. Able to communicate effectively in English, both written and verbally. Work in a confidential capacity. Maintain professional conduct when knowingly acting as a company representative, on or off duty. Effectively provide support and assistance to coworkers and team members. Attend and actively participate in meetings and training inside and outside of own department. Must be neat, alert, punctual and dependable. Advanced knowledge of Microsoft Office programs (e.g., Outlook, Excel, Teams, SharePoint) an asset.
Additional Considerations
Employees must always be of sound mind, exhibit good judgment, and report to work fit for duty.
Some uniform pieces are provided. A business casual approach under the Grooming Policy is required. This role at times deals with sensitive, confidential information and is expected to adhere to high standards of professionalism and confidentiality.
This role is subject to all terms and conditions of the Sunshine Village Employee Handbook and Policy Manual, and the Alberta Employment Standards Code.
