Call Center Sales Associates are responsible for all one-on-one interactions that take place across our communication channels (phones, email, and chats) and actively contribute to the overall experience of our guests by providing helpful solutions to guest inquires. Inbound communication ranges from sales inquiries, reservation group sales opportunities, and general information about our products.

Duties / Responsibilities include, but are not limited to:

• Receives inbound calls, emails or chats from customers and interacts with them identifying their needs or issues 
• Performs a warm transfer of the call to Sales Representatives (Inside Sales) for any product that cannot be purchased directly on the e-store for sale
• Provides solutions and recommendations to the customers issue
• Sells any product that is listed on the e-store in those situations where the customer does not have access to the site or needs assistance with their purchase.
• Follows set communication guidelines in addressing the needs and problems faced by customers 
• Builds a positive work relationship with customers to enhance the image and public perception of a company 
• Places outbound calls to customers to promote new products and services during slow call volume periods
• Oversees the timely management of outgoing and incoming calls 
• Ensures call records are properly stored and organized in a call center database 
• Maintains a courteous and friendly disposition when interacting with customers irrespective of their temperament 
• Ensures daily shift call quotas and set targets are achieved 
• Conducts research to identify solutions and answers to difficult client issues 
• Follows set procedures to ensure equipment and devices are operational 
• Provides periodic reports to company management on work activities 
• Monitors trends in customer calls and alerts management in event of any suspicious activity 
• Upsell products and services to customers when providing solutions and recommendations
• Sit at a workstation for long hours to interact with customers using a computer and a headset. 

Skills and Abilities

• Bilingual desired
• Extremely comfortable with web based computer software
• An organized, responsible, punctual, accountable individual who has a sense of urgency and recognizes the importance of adhering to call center sales standards.
• Exceptional time management with a strong ability to multitask.
• A professional and friendly personality is essential to this important sales role.
• Maintain a pleasant, responsive, helpful and knowledgeable attitude while juggling many demands and sometimes challenging guests.
• Excellent listening/communication skills are necessary
• Ability to accurately perform basic math.

Requirements:

• Must have excellent computer skills
• Timely and reliable attendance is essential even in inclement weather.
• Must be available to work a flexible workweek, including evenings, holidays and weekends

Education and Experience

• Previous customer service experience is preferred
• High School Graduate / GED

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 15 pounds at times

Blue Mountain Resort’s mission is to give our guests and employees a wonderful experience that lasts a lifetime and keeps them coming back.  We are committed to our mission not only for our guests but for our employees as well. 

Blue Mountain Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.

Job #389

Review Date: 8/2019