Mountain Sales Call Center Agent

Company Description

Aspen is one of the world’s premiere destinations for inspiration and transformation at the intersection of recreation, nature, and culture. Aspen Skiing Company was founded 75 years ago following World War Two in a moment of vision and renewal.
With a purpose deeply rooted in expanding possibilities, we are company driven by its values and our people.

We operate four mountain resorts (Aspen, Aspen Highlands, Snowmass and Buttermilk) with summer and winter experiences; the Five Star, Five Diamond Little Nell Hotel in Aspen; the contemporary Limelight Hotels in Aspen, Snowmass and Ketchum; world-class events including the World Cup series and X Games; and a multi-store retail portfolio.

Mountain Sales Call Center Agents serve as a primary point of contact and voice of the company for new and existing guests visiting Aspen Snowmass. Often being the first point of contact each team member answers phone calls, sets up orders, answers questions, responds to customer emails and chats, supports the Riverside Ticket Office, and offers advice to ensure the best possible Aspen Snowmass experience. The perfect candidate is highly motivated by providing superior guest service and has a passion for the Aspen Snowmass product and the local areas in which Aspen Skiing Company operates.

Essential Job Functions

• Sell products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone as well as in-person at the Riverside Ticket Office.
• Provide timely follow-up with guests as necessary and convert leads in to sales with confidence incentivized by an uncapped commission structure
• Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices
• Drive conversations using professional sales techniques learned through the NAVIS training process to best serve guests.
• Up-sell and cross sell effectively to enhance each guest’s experience
• Provide tailored offerings based on guests needs and set follow up appointments
• Answer general questions and inquiries about our products and the area
• Actively pursue ongoing training opportunities to remain current on all ASC products and services, programs, policies and departmental/mountain events.
• Maintain and catalog all information received through training, e-mail, and meetings for easy reference
• Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s)
• Develop relationships with key ASC personnel to facilitate effective communication with the entire Mountain Sales & Schools department, Ski and Snowboard Schools, Rental/Retail, Administration, Guest Services, Online Services, and Mountain Operations
• Respond to guest email and correspond with guests via live chat functionality
• Share feedback with management regarding products and procedures to enhance the guest experience

• High School diploma or equivalent required
• College degree preferred
• Previous experience using computers required
• Previous experience using Microsoft Office Suite preferred
• Navis certification preferred
• Previous experience working in sales preferred
• Previous experience working in a professional office environment preferred
• Fluent in English required
• Knowledge of Spanish or Portuguese preferred
• Knowledge of other languages is helpful

Supervision Given and Received
Supervision given: This position has no supervisory responsibilities.
Supervision received: Works under direct supervision of the MSCC Manager. Tasks are assigned according to specific procedures, and work is checked frequently. Instruction, advice and assistance are readily available.

Work Environment and Physical Demands
Ability to be on your feet, kneel and bend for extended periods of time
Regularly work in adverse conditions and requiring the use of protective apparel/equipment to prevent exposure to the elements as well as an office environment and may be required to walk on slippery and uneven surfaces
Must be able to lift, push or pull occasionally up to 50 lbs. individually or with assistance

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen Skiing Company / ASPENX / The Little Nell / Limelight Hotel is an equal opportunity employer.

For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits

As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace. Read more about our policies as it relates to employee safety here