Call Center Agent

Resort Overview

Sugarbush Resort is a year‑round destination offering some of the best skiing and riding in the east, an award‑winning ski school, golf, disc golf, an array of dining venues, and a fully appointed Health and Recreation Center. Join an all‑star team dedicated to delivering an unparalleled guest experience and make this your best season yet by taking advantage of everything Vermont has to offer.

• Free skiing + riding privileges at Sugarbush and across the family of Alterra
• Mountain Company resorts for all eligible employees and their dependents.
• Free or discounted IKON pass.
• Golf perks along with health & recreation center membership for eligible employees and their dependents.
• Vacation and sick time for eligible employees to rest, relax and recharge.
• Generous discounts on food & beverage, apparel, and outdoor gear.
• Medical, dental, vision, life, AD&D, short term & long‑term disability insurance, EAP, HSAs, FSAs, and more.
• 401(k) plan with generous company match.
• Paid parental leave of up to 6 weeks for eligible employees.
• Employee housing (subject to availability).

The Call Center Agent serves as the first line of contact for Sugarbush Resort guests. Agents’ primary responsibility is to book products in advance of guests’ upcoming visit and field inquiries regarding Sugarbush Resort. Special attention to first‑time visitors and guests with complex requests requires agents to have specific resort knowledge and attention to detail. Agents may also be tasked with outbound sales campaigns and other special products as needed.

This is a full‑time year‑round position with a wage range between $19.50/hr and $22.00/hr depending on experience. The position can be hybrid, allowing employees to work partly in the physical workplace and partly remotely.

• Provide customers with quality customer service in a friendly and positive manner.
• Understand and develop an in‑depth knowledge of products offered, including Sugarbush Lodging, Season Passes, daily tickets, Rental Equipment rentals, Adult and Child Ski School, and Resort Events and Activities.
• Cover an 8‑hour shift on phones, sometimes longer during holiday and peak periods.
• Utilize technical skills and knowledge of Intopia, SMS, RTP, AMP, Microsoft Office Suite, and web‑browsing software.
• Participate in all assigned daily duties, including fulfilling online sales orders and assisting guests via telephone, Live‑Chat, email, or other written communications.
• Provide resort and local information to guests, assess their needs, and recommend appropriate products.
• Check voicemails and emails promptly and respond within 24 hours.
• Resolve guest complaints, handle all concerns, and communicate options.
• Adhere to all departmental and company policies and procedures, and participate in training and development courses.
• Perform other duties as assigned.

• High School Diploma or equivalent is required.
• Previous direct experience with reservations/sales and/or customer service is preferred.
• Professional communication skills required.
• Proficient computer and interpersonal skills required.
• Ability to handle a high volume of phone calls without interruption in a positive and fresh manner that represents and exudes the Ikon Pass brand voice.
• Position requires a mature, dependable, flexible, team‑oriented person who stays calm under pressure.
• Self‑motivated, sales‑oriented person.
• Ability to apply mathematical skills to complex purchases.
• Ability to work flexible schedule, including weekends and holidays.

Sugarbush Resort is an Equal Opportunity Employer. An offer of employment may be contingent upon the results of a background, MVR, or criminal records check.