Call Center Agent ASPENX

Salary: $22/hr
Job Type: Full Time
Location: Aspen / Roaring Fork, CO
Publish Date: Posted January 19, 2023

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

Essential Job Functions

Act as point of contact for ASPENX Experiences inquiries, questions and troubleshooting.
Field calls specifically related to ASPENX Beach Club and troubleshoot with guests on changes, cancellations, additions, upgrades, lift tickets and other queries.
Stay up to date and well versed on all ASPENX products including rental offerings, new Experiences and upcoming dates.
Provide information on products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone.  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
Actively pursue ongoing training opportunities to remain current on all ASPENX and 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 ASPENX and ASC personnel to facilitate effective communication
Respond to guest email and correspond with guests
Share feedback with management regarding products and procedures to enhance the guest experience
Other duties as assigned

Qualifications
High School diploma or equivalent required
College degree preferred
Previous experience using computers required
Previous experience using Microsoft Office Suite 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

Additional Information
Supervision Given and Received:
Supervision given:  This position has no supervisory responsibilities.                                    
Supervision received: Works under minimal supervision of the Senior Client Experience Manager. Receives guidance in terms of broad goals and overall objectives and is responsible for establishing the methods to attain them.  
 
Work Environment and Physical Demands
Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements
No adverse or hazardous conditions
Not required, but preferred to be able to occasionally lift, push or pull 25 lbs. individually or with assistance.

Job Benefits

  • Employee Recognition Program
  • Health Insurance
  • Ski Pass
  • Wellness

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