Guest Experience Representative (Full Time – Work from Home) Job at Mount Seymour Resorts in North Vancouver, BC

Job Description

Title: Guest Experience Representative (Full Time – Work from Home)

Reports to: Guest Experience Supervisors

Department: Guest Experience

Job Type: Full Time positions available

Summary of Responsibilities:
Reporting to the Guest Experience Supervisors, the Guest Experience Representative is responsible for performing the day to day tasks required in the operation of the Guest Experience department. The Guest Experience Representative will answer general inquiries over both phone & email, about the products and services available, and will process sales of season passes, rentals, day tickets, lessons and camps, and will ensure guest satisfaction.

Please note: Due to Covid-19, this position will predominantly be working from home. Some on-site training and scheduled shifts may be required throughout the season.

To uphold Mt Seymour’s mission “To excite and engage everyone in mountain recreation by providing fun, safe and enriching experiences”

Compliance with all Mt Seymour policies and procedures as set out in the Employee Handbook and Guest Experience (GE) Operations Manual

Make decisions from a perspective that supports the GE department, GE-coworkers, other mountain staff, and the company as a whole

Take accountability for decisions, actions and results

To provide exceptional customer service through polite and friendly conversations, active listening, and problem solving to provide the best outcome for the guest

To gain in depth knowledge of the products and services Mt Seymour offer, and effectively sell, and answer inquiries regarding them, through inbound/outbound calls and emails.

To ensure guests receive a positive experience in all aspects of their communication with Mt Seymour

Accurate processing of credit card transactions, and documenting of contact

Handle customer queries quickly and efficiently

Use own discretion in resolving complaints, with a good understanding and awareness of mountain and department policies, with the support of GE Supervisors

To work closely with all members of Mt Seymour staff to ensure all information provided to guests is up to date, correct, and clearly communicated

Participate in daily meetings and ongoing training throughout the season

Other related administrative duties as required

Minimum of 1years experience in customer service (preferably including service over the phone)

Highly reliable and self-motivated, with the ability to work unsupervised at times

An Occupational health and safety approved work from home set up – including desk, secure & reliable internet, computer or laptop, and phone with headset.

Intermediate knowledge of computer software programs such as Microsoft Word and Excel

Knowledge of Siriusware POS is considered an asset

Stay connected throughout shifts with Supervisors, via chat and video tools

Strong commitment to guest service

Excellent interpersonal and communication skills, with the ability to use good perception and judgment for quickly resolving guest problems

Excellent phone etiquette, with a polite and friendly phone manner

Strong attention to detail and clear delivery of policies & information

Positive attitude and self-starter with great initiative

Supportive team member

The ability to work well under pressure

Ability to learn quickly and multi-task

Additional languages considered an asset but not required

Terms of Employment:
Seasonal, from November 2020 to April 2021

Full Time hours between 30-40hours per week

Scheduled shifts between 8am – 8pm, Monday-Sunday

Must be available weekends, holidays and some evenings

Must be available for all training dates

About Company

Company: Mount Seymour Resorts

Company Location:  North Vancouver, BC

Job Category:

About Mount Seymour Resorts