Reservations Team Leader

Job Title: Reservations Team Leader 

Location: Remote 

Terms: Seasonal, full-time 

Pay: $21/hour base wage, plus customer-service & upsell based incentives 

Requirements 

• Comfortable navigating multiple computer programs at once (reservation software, shared inbox, phone systems – we’ll train you on our tools) 

• Reliable high-speed internet and a quiet home workspace 

• Availability for weekend and holiday shifts, our busiest periods 

• Previous call center experience preferred, not required! 

Daily operations are divided into 8am - 4pm or 10am – 6pm shifts (time zone is defaulted to Mountain Time). (Start date of Sept 19th)  

We can support remote work for this position in the following states: California, Colorado, Idaho, Montana, Utah, Vermont, and Wyoming.

About Us 

Ski Butlers was founded in 2004 to take the hassle out of renting equipment and to bring our shared love for the mountains to customers, partners and team members. We have cultivated an extraordinary team culture over the past 20 years, rallying behind collaboration, teamwork, accountability, and fun above all else. Our mission is to make ski vacations convenient by tapping into our shared passion, culture, and fun work environment to create a customer experience unlike any other. 

Ski Butlers is the global leader in ski and snowboard rental delivery, now servicing over 40 resorts in North America and Europe. This was made possible by embodying our 5 core values listed below: 

Service | Simple | Purposeful | Curious | Give 

Delivering exceptional service, being purposeful, keeping it simple, remaining curious and giving back to our communities amounts to the foundation Ski Butlers was built on. As team members, we don’t stop there. Our culture is about being a part of something bigger. Whether it’s contributing to our net zero climate initiatives, building lifelong friendships or making a customer’s vacation memorable, a job at Ski Butlers will be the best decision you make.  

About the Role 

As the Reservations Team Leader, you’ll lead the team that shapes our customers’ first impression. In this position, you will be responsible for the smooth execution of the reservations process for your assigned markets. Accuracy and clear communication about our service details are essential. You will participate in upselling additional products and features we offer, answering customer questions about our service and the resorts we operate in, and getting our customers excited for their ski vacation. Our call center is open 8am - 6pm Mountain Time, 7 days a week. 

Primary Responsibilities 

• Monitor agents' tasks, shared email inbox, and phone time accountability 

• Assist with task organization and completion 

• Collaborate on initial and ongoing reservations agent training 

• Answer team’s questions and concerns 

• Jump in directly with customers during busy periods, walking them through the reservation process 

Secondary Responsibilities 

• Answer guest questions about our service, locations, and equipment 

• Support emails and voicemails at assigned times 

• Align with our local shops on modifications, switch-outs, pickups, and maximize revenue during peak periods 

• Ensure brand standards are met in every conversation to maintain our award-winning customer service 

Perks and Benefits 

• Free Alterra Mountain Company Employee pass: 

• Unlimited access to all Alterra Mountain Company owned resorts 

• Ability to upgrade to full Ikon Pass at heavily discounted rate 

• Ability to ski regularly* 

• Barring blackout dates at Deer Valley 

• Access to 645+ industry discounted brands through Expert Voice 

• Discounted access to Rossignol/Dynastar/Lange equipment 

• 401K benefit and match for ALL staff members over 18 years old 

• Local ski pass reimbursement up to $500 – to be eligible for reimbursement, you must work through your agreed upon end date 

Ski Butlers is a standalone business within Alterra Mountain Company's family of mountain destinations.   

Alterra Mountain Company is a family of iconic year-round mountain destinations, the world’s largest heli-skiing operation, and Ikon Pass - the premier ski and snowboard season pass offering access to more than 60 iconic mountain destinations around the world. Headquartered in Denver, Colorado and born out of a shared love of the mountains and adventure, Alterra Mountain Company exists to shape the future of mountain adventure.