JOB SUMMARY 
Guest Service Agents will specialize in providing solutions and helping to ensure that guests’ needs are met. Our mission is to “Make it Better!” Guest Service Agents will play an active role indoors and outdoors, assisting guests with their arrival and departure experience, and answering general inquiries. 

JOB QUALIFICATIONS: 

• Previous experience with customer service and customer resolution preferred 

• Professional communication skills  

• Computer proficiency, including website access, general office applications, and POS software 

• Interpersonal skills  

• Team orientation 

• Position requires a mature, dependable, flexible, team-oriented person  

• Ability to stay calm under pressure. 

• Self-motivated  

• Guest-oriented  

• Mathematical skills to perform calculations for complex sale transactions 

• Available to work varied shifts, and days of the week, including weekends and holidays 

ESSENTIAL DUTIES 

• Deal with guest escalations in a professional manner.   

• Handle guest questions and escalations 

• Thorough understanding of all products and services available. Will present accurate, detailed information about product offerings.  Provide general information about Crystal Mountain and Alterra Mountain Company. 

• Technical skills and an understanding of POS software, and the ability to perform basic math calculations, as well as experience with the Microsoft Office Suite. 

• Candidates should have a proven record of being able to communicate well, perform well under pressure, make logical decisions, problem solving, be resourceful, and able to multitask.    

• Able to accept mentoring and knowledge sharing, coaching and feedback on a regular basis  

• Other duties as assigned.  

PERFORMANCE CRITERIA: 

• Respond to guest concerns and escalations in a professional and timely manner, manage escalations and guest expectations.   

• Willingness to learn and share feedback and other information with team and management.  

• Uphold company and departmental policy and service standards at all times. Demonstrates support for company missions and values. 

• Willingness and ability to be part of and contribute to a successful departmental team.  

• Is able to work under stressful conditions without creating tension among fellow employees, vendors and supervisors.  

• Workstation and surrounding area kept neat. 

• Able to communicate in a pleasant and efficient manner.   

• Able to present company policy in a diplomatic way.   

• Professional verbal communication skills and phone etiquette 

• Know and adhere to policies and procedures 

• Willing to accept new policies and procedures as changes occur.   

• Available for varied work shifts, as agreed upon with management. 

• Ability to complete projects before work shift ends.  

• Ensures adherence by team to lunch and break schedules to maximize coverage and provide quality guest service.   

• Willing to accept new and varied responsibilities.   

PHYSICAL DEMANDS AND WORKING CONDITIONS  

This position may be required to work evenings, weekends and holidays. 

OFFICE ENVIRONMENT 

• Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis. 

• Manual dexterity to operate a computer and other common office equipment on a constant basis. 

• Auditory and visual acuity to operate computers, phones, mobile devices and basic office equipment on a constant basis. 

• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis. 

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.