Dispatcher, Customer Service​/HelpDesk

We work and play in Canada’s most beautiful playground, Banff National Park, and you can too. Sunshine Village is the premier ski resort in Western Canada. If you want to be part of making our guests’ ski experience unforgettable and think a winter season skiing and riding on the best powder in the Rockies would be great too, then read on for more information...

The Dispatch role is focused on primary responsibilities in two areas - maintaining an efficient and professional communications system at the Ski Area and facilitating administrative functions for the Mountain Operations departments. Dispatchers report to the Senior Supervisor of Public Safety and the Mountain Operations Manager working closely with Lift and Gondola Operations and Maintenance and Mountain Operations Departments.

• Maintaining a central communications system.
• Recording an accurate daily log of all communications via the computer console.
• Initiating emergency procedures via information gleaned from radio, phone, or direct public input.
• Monitoring and documenting radio communications on-mountain for 2 of 3 mountain duplex radio channels.
• Answering multiple phone lines, including the priority emergency lines.
• Collecting and disseminating important information via intranet to several locations, social media updates and other communications.
• Recording non-urgent information during busy periods, taking accurate messages for follow up.
• Maintaining training documentation for the Mountain Operations departments.
• Uploading first day training, recurrent annual and new hire snowmobile training documents, equipment checks, ski competency documents, license abstracts, first aid and CPR, off road vehicle use, etc.
• Ensuring required training program documentation has been administered, tracked, and recorded and assisting HR with any deficiencies.
• Working alongside all department Supervisors to aid when time permits.

• Completing data entry, filing, purchase orders, photocopying, patient outreach and OHS incident recording of staff incidents.
• Engaging the Mountain Operations staff: sharing relevant information in a timely manner, celebrating successes and milestones reached of the operation, encouraging interdepartmental introductions and information exchange.
• Timely and accurate incident reporting to appropriate departments and personnel, assisting Mountain Operations departments and all on-mountain staff with incident reporting process, and forwarding relevant information.
• The Dispatcher acts as a mentor for part-time Dispatchers, and other staff members working as temporary dispatchers, ensuring seamless service and communication.

Other duties may be requested and assigned from time to time.

• Proven strong verbal and written communication skills. Able to communicate effectively in English.
• Able to commit to the entire operational season, due to a large learning curve.
• Proven ability to work under pressure, stay on task, and remain calm during high stress situations.
• Previous ski area experience or knowledge of Sunshine Village, customer service experience an asset.
• Knowledge and prior use of 2-way radios is an asset.
• Must have comprehensive knowledge of Microsoft office (Excel, SharePoint, Word, etc.).
• Exceptional personal work ethic, and professional pride in your workplace.
• Strong organization, multitasking, prioritizing, and decision-making abilities.
• Familiar with the ski area, its operational boundary and those who are granted access and passage thru.
• Maintaining a pleasant, friendly demeanor when interacting with staff, guests, contractors.
• Receptive of potential safety hazards and able to rectify…