Support Service Lead

Support Service Lead# Support Service Lead Powder HQ
- Eden, UT 84310;
Powder Mountain
- Eden, UT 84310## Overview Salary Range $23.00 - $29.00 Hourly## Summary The Support Services Lead assists the Manager in overseeing the daily operations of Powder Mountain Support Services and ensuring the Support Service Team provides 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, Adventure activities, special events, and Powder Haven services and products.

The Lead is responsible for adhering to and ensuring Powder Mountain policies, vision, values and guest service standards are executed flawlessly.## About this Role

Job Title:

Support Services Lead  Department:
Guest Services  Status:
Seasonal FT  Reporting To:
Support Services Manager

Key Responsibilities:

* Assist the Manager in employee performance management; observe and ensure accurate information is disseminated; proper credit card management, professional behavior and communication, attendance and punctuality, adherence to company policies. Provide feedback to the Manager on team member performance.
* Guide the highly qualified sales team with the continued focus on increasing sales and revenue for all tickets, rentals, lessons and adventure activities.
* Fully understand the product offerings and corresponding policies for Ticket, Season Pass, Rentals, Ski & Snowboard School, and Adventure Center as well as resort and local information in order to provide optimal guidance to staff and guests.
* Respond to inquiries and grievances with accurate information in a professional and timely manner.
* 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. Oversee staff accordingly.
* Utilize Powder Mountain’s systems responsibly including, but not limited to;
Point of Sale, Paylocity, Google Suite, and other services.
* Ability to connect and communicate effectively with colleagues, guests, neighbors, 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.
* Continually assess department systems and procedures to determine best practices, implement efficiencies and optimize fiscal responsibility. Continually pursue website(s) to ensure accurate information, policies and product detail is posted.
* 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
* Other duties as assigned

Requirements and/or

Qualifications:

* 2+ years of proven Point of Sales and/or Call Center experience preferably in the resort industry.
* 2+ years of proven leadership experience of managing teams and implementing successful employee performance management protocols.
* Proven experience in a high-call volume and dynamic role.
* Must be enthusiastic, creative and able to adjust strategically in an ever-evolving environment.
* Google Suite including but not limited to gmail, drive, docks, forms, and sheets experience required.
* Flexibility in availability to meet seasonal demands.
* Highest level of professional integrity and communication skills, both written and oral.
* Ability to maintain composure and objectivity under pressure and to diffuse heightened conversations.
* Provide exceptional guest service
* Adhere to all Powder Mountain Policies and Procedures

Physical Requirements:

* Ability to lift, carry, push, and/or pull moderate amount of weight…