Contact Center Associate

Deer Valley Resort
Job Overview
Work with team members to perform the daily functions of managing, forwarding, and distributing all calls and messages in a timely and accurate manner. Provide backup assistance for additional reservations as well as administrative responsibilities.
SPECIFIC JOB REQUIREMENTS:

  • Position requires a mature, dependable, flexible, team oriented person who is able to stay calm under pressure
  • Must be punctual and reliable
  • Professional communication skills, both verbal and written, are required. Position requires answering phone calls and responding to text messages using full sentences, with proper grammar and punctuation.
  • Ability to self-motivate, multi-task, focus and prioritize in a dynamic environment
  • Detail and accuracy orientation
  • Possess strong interpersonal skills to successfully interact with guests, vendors, departments and staff
  • Requires extended hours of sitting or standing at a desk
  • Requires 40 hours per week – varying schedule
  • Weekends and Holidays required
  • Computer skills required
  • Willingness to search out information to provide callers with answer to all questions
  • Must be punctual and reliable

DUTIES AND RESPONSIBILITIES: Duties assigned in order of priority:

  • Answer and respond to all calls or texts as quickly as possible, preferably on the first ring or notification.
  • Assist with accounting, admin and reservations tasks as assigned between calls
  • Receive, sort and route daily company mail to appropriate persons/divisions/sites
  • Computer spreadsheets have been developed to log specified daily information, along with notes summarizing important company or guest comments/information/procedure variations. The purpose of this is to enable consistent daily service delivery to guests.
  • Other duties as assigned

Below is a list of daily tasks for effectively completing the above assigned duties:

  • Arrive on time each day to get the computer and screens up and running in preparation for incoming calls and texts.
  • Check SB G-mail for important updates/information and the snow/weather conditions
  • Call DV weather line and Ski Patrol updates for additional weather information
  • Make daily updates on the computer Z drive form: snow base/new snow/call queue data (skier count is also tallied, but that information in never shared.)
  • Update Z-drive docs. This task is ongoing as needed.
  • Team with other associates to establish consistent procedures for sharing, processing, filing and deleting of email messages. (This is so important for providing consistent service delivery to guests.)
  • Work with all departments and personnel to keep the online directory up to date and efficient
  • Log daily sheet of tasks, activities, queue counts to immediate supervisor
  • Learn procedure for placing and recording long distance/international calls