Job Description

Call Center Representative

Charlemont, MA, USA 15.00 per hour Summit Season Ski Pass, food & merchandise discounts, friends & family vouchers Hourly Seasonal

Job Summary

Answer phone and email requests for reservations providing friendly and helpful customer service.

Essential Duties and Responsibilities

Sell products and services for Berkshire East, & Warfield House Inn.
Make all reservations, collect payment, prepare quotes & send confirmations.
Provide expert advice to guests regarding our activities and our lodging.
Answer phone, retrieve voice messages and transfer calls when needed.
Know all of the resort's products, prices, hours and availability.
Know all discounts, special pricing, or other marketing promotions.
Answer questions and respond to e-mails directed to reservations.
Assist in booking special events or promotions at the resort.
Market our services by phone or email to prospective customers.
Handle guest complaints in a professional and diplomatic way.
Act as liaison at base lodge for emergencies or bad weather situations.
Process credit cards & gift card transactions accurately & efficiently.
Prepare nightly deposit bags, sales reports/accounting forms for back office.
Assist with marketing calls, mailings, or brochure deliveries.
Monitor web-site for accuracy and notify manager of corrections needed.
Maintain e-mail lists for current or prospective guests.
Provide other information and assistance to guests when needed.
Perform other tasks as assigned by manager.

Minimum Qualifications (Knowledge, Skills, Abilities)

Skilled in providing excellent customer service.
Specialist knowledge of our lodging and all resort activities.
Computer savvy, able to quickly learn sales and reservation programs.
Excellent interpersonal skills, friendly and helpful disposition.
Outstanding communication skills in person and on the phone.
Neat and professional appearance.
Portray a positive company image.
Able to identify and perform other tasks during non-busy times.
Able to count cash and perform simple mathematical functions.
Communicate clearly using 2 way radios.

Core Competencies

Communication: Communicate ideas effectively and actively listen.
Respond constructively to other's ideas & work effectively under stress.
Work Standards: Maintain high standards in the quality & consistency of work.

Physical Demands

Must be able to lift up to 30 lbs.
Must be able to stand, sit, and work at keyboard for long periods of time.

Requirements

Shift Requirements: Must be flexible, frequent night, weekend and holiday shifts.
Age Requirements: Applicants must be at least age 16.