What are the responsibilities and job description for the Supervisor, Customer Support Center position at SMHG MANAGEMENT LLC?
The Guest Services Supervisor – Leads guest service sales agents to provide the highest quality service, resort and local information and efficient processing of products via phone, chat or email in the following areas, but not limited to, Tickets, Season Passes, Ski and Snowboard lessons, Rentals, resort activities and special events. The Supervisor oversees day-to-day shift operations in the Call Center, serving as the first point of escalation for guests and agents, and ensures compliance with all Powder Mountain policies, including proper audit and credit card handling. The Supervisor assists with training, scheduling, coaching and quality monitoring, and assumes responsibility for Call Center operations in the Manager’s absence.
Job Title: Supervisor, Customer Support Center
Department: Guest Services
Status: Seasonal FT
Reporting To: Director, Guest Services
Department: Guest Services
Status: Seasonal FT
Reporting To: Director, Guest Services
Key Responsibilities:
- Supervise daily shift operations, including opening/closing procedures, monitoring phone, chat and email queues, and assigning agents to maintain service levels.
- Understand all functionalities of Dial Pad phone system and reporting, as well as Hubspot functionalities and reporting.
- Assist with hiring, onboarding and training new agents; provide real-time coaching and on-going feedback; and contribute input to mid-season and end-of-season evaluations.
- Assist with building and adjusting staff schedules based on fluctuating call volumes; manage breaks, call-outs and shift coverage to support labor budget goals.
- Serve as the first point of escalation for guest inquiries and complaints, resolving them in a timely and effective manner and elevating issues to the Manager when appropriate.
- Monitor calls, chats and emails for quality, accuracy and adherence to service standards; share trends and coaching opportunities with the Manager.
- Motivate the team to meet goals with a continued focus on increasing sales and revenue for all tickets, season passes, lessons and adventure activities.
- Fully understand the product offerings for Ticket, Season Pass, Rentals, Ski & Snowboard School, and events as well as resort and local information, serving as a knowledgeable resource for staff and guests.
- Verify accurate product setup and availability at appropriate sales locations and report discrepancies to the Manager.
- Monitor website to ensure accurate information, policies and product detail is posted; flag needed updates to the Manager.
- Comply with Powder Mountain policies with cash/credit card handling, audit, opening/closing procedures, discount, voucher and promo codes usage and all other sales transactions. Ensure staff follow these procedures and complete shift reconciliations and audit documentation.
- Utilize Powder Mountain’s systems responsibly including, but not limited to; POS system, Paycom, Hubspot, OneDrive, Dialpad, Google Suite
- Communicate shift updates, product changes and operational information to staff; relay staff and guest feedback to the Manager and coordinate with other departments as needed.
- Ability to communicate effectively with colleagues, guests, neighbors, owners and public at large
- Ability to learn, understand and effectively communicate with the guest about multiple product types and can easily adapt to changing pricing and product offerings.
- Assume responsibility for Call Center operations in the Manager’s absence.
- Implement, promote and embrace Powder Mountain’s Mission, Values and Service Essentials, and policies and procedures.
- Provide and maintain a safe and healthy work environment
- Cross-trained across multiple Guest Service locations, seamlessly stepping into diverse roles to support daily operational needs
- Other duties as assigned
Requirements and/or Qualifications:
- 1 years of proven Point of Sales and/or Call Center experience. Preferably within the ski or recreational industry.
- Prior lead, supervisory or team-coordination experience preferred.
- Proven experience in a high-call volume, guest-facing role.
- Must be enthusiastic, creative and able to adapt in an ever-evolving environment.
- Google suite, phone systems, and point of sale systems experience required
- Flexibility in availability, including weekends, holidays and early/late shifts, to meet seasonal demands.
- Strong organizational skills and the ability to multitask in a fast-paced environment.
- Highest level of professional integrity and communication skills, both written and oral.
- Ability to maintain composure and objectivity under pressure and to defuse heightened conversations.
- Provide exceptional guest service
- Adhere to all Powder Mountain Policies and Procedures
Physical Requirements- Must be able to perform physical activities such as, but not limited to:
- Ability to lift, carry, push, and/or pull moderate amount of weight (up to 30lbs )
- Sufficient physical ability and mobility to walk, sit and stand for prolonged periods of time and in inclement weather
- 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
- Frequently stoop, bend, kneel, crouch, crawl, climb, reach, twist, grasp, and make repetitive hand movements
Working Environment:
Work is primarily performed in an indoor environment; exposure to noise, dust, mechanical and electrical hazards, and cleaning chemicals. Occasionally exposed to outdoor climate in which team members will be exposed to a variety of temperatures/weather.
Company Background
Powder is a year-round resort and real estate development project nestled throughout 12,000 acres in the Wasatch Mountains of Northern Utah. We are striving to be the premier place of being and doing, a destination that fuses outdoor recreation with a cultural and hospitality program that connects visitors with a deeper sense of self and purpose. Our core values come to life in a unique and natural setting of unparalleled beauty.
Together we are one team, not an "us vs. them" mentality. We are focused on being a progressive employer with pay equity, inclusion, while building diverse teams.
Salary : $23 - $27