Customer Service Tickets Lead

Job Summary:

Sell tickets, passes, gift cards & retail items to guests; Act as first contact for guests; Offer exemplary guest service to all guests; Answer a wide variety of questions regarding Skibowl/Mt. Hood area and uses a computerized POS system for retail and ticket printing; Handle problems/issues pertaining to customer complaints and or comments; Answer telephones; Address staff concerns Essential Job Functions Provide a positive experience for all guests Able to use computerized POS system accurately and effectively Direct guests to desired locations; answer general information questions accurately Answer telephones, voicemails, radios and respond to or transfer calls accordingly Utilize podium texting platform as needed Set up, stock, clean, and organize retail stores as needed; Inventory as needed Complete knowledge of Skibowl and sister properties. Able to facilitate and satisfy displeased guests Work closely with multiple departments Assist in other areas as needed Maintain a clean workstation and remove garbage around the area Open and close registers and department Assist with training of team members Conduct daily huddles with team Chek salespoints and kiosks daily for optimal performance Communicate with IT on all issues regarding salespoints and kiosks Assist other team members as needed Conduct tool box talks as directed by supervisor or manager Requirements Must display a positive attitude and exhibit willingness to work Must demonstrate strong people skills Proficiency with Microsoft Office, Computers, Various software programs Retail experience preferred; Resort experience preferred Prior cash handling experience and cashier experience preferred Must be willing to adhere to the appearance code of the department Must be able and willing to work in a small area for long periods of time Must possess or be willing to acquire knowledge of basic resort information Must be able to think creatively to answer unforeseen questions and solve problems Must be able to stand for an 8-hour shift Must be able to lift 25lbs. if needed Must be able to work days/nights as well as Holidays/Weekends Strong written and oral communication skills

NOTE:

The responsibilities and expectations outlined in this position description are not to be construed as exclusive or all-inclusive. Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management and business need, formally or informally, either verbally or in writing, with or without any change in pay rate. Mt. Hood Skibowl provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Skibowl's Mission To create a memorable winter and summer mountain experience in harmony with our natural environment through a passion of delivering excellence!