Aspen is one of the world’s premiere destinations for inspiration and transformation at the intersection of recreation, nature, and culture. Aspen Skiing Company was founded 75 years ago following World War Two in a moment of vision and renewal.  With a purpose deeply rooted in expanding possibilities, we are company driven by its values and our people.  We operate four mountain resorts (Aspen, Aspen Highlands, Snowmass and Buttermilk) with summer and winter experiences; the Five Star, Five Diamond Little Nell Hotel in Aspen; the contemporary Limelight Hotels in Aspen, Snowmass and Ketchum; world-class events including the World Cup series and X Games; and a multi-store retail portfolio.

Call Center Agents serve as a primary point of contact and voice of the company for new and existing guests visiting ASPENX. Often being the first point of contact, each team member answers phone calls, responds to customer emails and chats, takes questions, hunts down answers, and offers advice to ensure the best possible ASPENX experience.  The perfect candidate is highly motivated by providing superior guest service and has a passion for the ASPENX product and the local areas in which Aspen Skiing Company operates in. 

Essential Job Functions

• Act as point of contact for ASPENX Experiences inquiries, questions and troubleshooting.
• Field calls specifically related to ASPENX Beach Club and troubleshoot with guests on changes, cancellations, additions, upgrades, lift tickets and other queries.
• Stay up to date and well versed on all ASPENX products including rental offerings, new Experiences and upcoming dates.
• Provide information on products and services for Aspen Skiing Company (ASC) including lift tickets, season passes, lessons, equipment rentals, and other activities by phone.  Provide timely follow-up with guests as necessary and convert leads in to sales with confidence incentivized by an uncapped commission structure
• Answer inbound guest calls through sales and reservation software by phone and computer, providing expert advice and exemplary guest service based on industry prescribed best practices
• Drive conversations using professional sales techniques learned through the Navis training process to best serve guests. 
• Up-sell and cross sell effectively to enhance each guest’s experience.
• Provide tailored offerings based on guests needs and set follow up appointments
• Actively pursue ongoing training opportunities to remain current on all ASPENX and ASC products and services, programs, policies and departmental/mountain events.   Maintain and catalog all information received through training, e-mail, and meetings for easy reference
• Use available resources to research, troubleshoot, and solve guest issues proficiently, resolving all guest service challenges professionally. Appropriately redirect guest calls to proper department(s)
• Develop relationships with key ASPENX and ASC personnel to facilitate effective communication
• Respond to guest email and correspond with guests
• Share feedback with management regarding products and procedures to enhance the guest experience
• Other duties as assigned

• High School diploma or equivalent required
• College degree preferred
• Previous experience using computers required
• Previous experience using Microsoft Office Suite preferred
• Previous experience working in sales preferred
• Previous experience working in a professional office environment preferred
• Fluent in English required
• Knowledge of Spanish or Portuguese preferred
• Knowledge of other languages is helpful

Supervision Given and Received:

Supervision given:  This position has no supervisory responsibilities.                                     Supervision received: Works under minimal supervision of the Senior Client Experience Manager. Receives guidance in terms of broad goals and overall objectives and is responsible for establishing the methods to attain them.  
 

Work Environment and Physical Demands

Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements

No adverse or hazardous conditions

Not required, but preferred to be able to occasionally lift, push or pull 25 lbs. individually or with assistance.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen Skiing Company, you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen Skiing Company / ASPENX / The Little Nell / Limelight Hotel is an equal opportunity employer.  

For an overview of Aspen Skiing Company's benefits and other compensation visit aspensnowmass.com/jobs/benefits

As of March 11th 2022, Aspen Skiing Company, ASPENX, The Little Nell, and The Limelight Hotels will no longer require all active employees to be fully vaccinated in the workplace. Read more about our policies as it relates to employee safety here