Customer Service Manager

Job Summary

The Customer Service Manager handles all aspects of Berkshire East's customer service, sales and ticketing. This position is responsible for daily sales, reservation, customer relations, and helping instill a "customer-first" environment at Berkshire East. Responsibilities include hiring and management of staff, product/package sales, reservations, sales software/system management, and any requisite reporting and budgeting. This position is responsible for both group and individual sales inquiries, overseeing group events, and the development of new business on a year-round basis. Responsibilities vary depending upon summer and winter operations.

Essential Duties and Responsibilities

• Promote a positive interaction and experience with all guests.
• Oversee process for phone and online reservations.
• Oversee sales and guest service at call center, front desk, ticket windows and retail.
• Manage process for online and in-person sales of products.
• Assure timely payment for sales made and initiate collection action if needed.
• Investigate and resolve guest complaints and follow through to completion.
• Review customer surveys, posts, comments, and make changes as needed.
• Oversee process for onsite sales, waivers, and guest check in.
• Facilitate special events at resort.
• Assist all departments and managers with their needs for guest services.
• Maintain proper inventory of tickets, wrist band and other materials needed for smooth operations.
• Maintain sales and profit records, expenditures, maintain financial reports.
• Monitor web-site for accuracy and coordinate updates as needed.
• Ensure telephone greetings are current and accurate and update as needed.
• Perform inspections to confirm accuracy of information, products and pricing.
• Supervise and provide guidance to Call Center staff in Call Center Supervisor's absence.
• Audit staff performance for handling guest questions, sales, e-mails & calls.
• Assure telephone greetings are current and accurate and update as needed.
• Assign staff duties and responsibilities for all customer service positions.
• Handle staffing responsibilities: hiring, training, scheduling, and terminating.
• Promote cooperative effort, teamwork and good morale among staff.
• Manage employee attendance, sick days, tardiness, and time off requests.
• Report any needed PC, phone or equipment repair or facility maintenance.
• Perform other tasks as assigned.

Minimum Qualifications (Knowledge, Skills, Abilities)

• Skilled in providing outstanding customer service.
• Specialist knowledge of all resort activities and lodging.
• Able to prioritize job duties and manage time effectively.
• Prior experience in outdoor resort industry preferred.
• Knowledge of various POS systems, reservation and phone systems.
• Prior supervisor or manager experience required.
• High energy and stamina required.

Core Competencies

• Initiative: Generate ideas to improve & take actions to enhance the business.
• Perceptive: Identify problems that impact job performance & initiate solutions.
• Respond constructively to other's ideas & work effectively under stress.

Requirements

• Physical Demands: must be able to stand, sit, and work at a keyboard for long periods of time.
• Shift Requirements: Hours include weekends & holidays.
• Age Requirements: Applicants must be at least age 18.