Customer Support Agent, Ikon Pass

About the position

The Ikon Pass Customer Support Agent role at Alterra Mountain Company involves assisting guests with inquiries related to season passes through various communication channels, including phone, chat, and email. The position requires a strong understanding of the company's products and services, as well as the ability to provide accurate information and support to customers. The role emphasizes professionalism, problem-solving skills, and the ability to handle a high volume of calls while maintaining a positive brand representation.

Responsibilities

• Assist guests with inquiries related to Alterra Mountain Company Season Passes via telephone, chat, and email.
• Provide accurate and detailed information about pass offerings and general information about the company and its destinations.
• Utilize technical skills and tools such as RTP, Ikon Tools, and AMP to assist customers effectively.
• Perform basic math calculations related to season pass purchases.
• Maintain a positive and professional demeanor while handling a high volume of phone calls.
• Collaborate with team members and supervisors to improve the customer service process.

Requirements

• Previous direct experience in reservations, sales, and/or customer service.
• Professional communication skills and proficient computer skills.
• Ability to handle a high volume of phone calls positively and effectively.
• Self-motivated and sales-oriented with strong problem-solving skills.
• Ability to work varied shifts and extended hours as needed.

Nice-to-haves

• Experience with Microsoft Office Suite and web-browsing software.
• Familiarity with customer service best practices and techniques.

Benefits

• 401(k) matching
• AD&D insurance
• Commuter assistance
• Dental insurance
• Disability insurance
• Employee assistance program
• Flexible spending account
• Free Ikon Pass for eligible employees
• Discounted skiing/riding for friends and family
• Flexible Time Off (FTO) and Paid Time Off (PTO) policies
• Generous discounts on outdoor gear and apparel
• Medical, dental, vision, life, and disability insurance
• Paid parental leave of up to 6 weeks for eligible employees
• Flexible/hybrid workplace policy