Global Wholesale Partner Support Agent (Remote, Remote, US)
WFA Digital Insight
The demand for skilled customer service professionals in the travel industry grew by 21% in the past year, driven by the rise of remote work and online booking platforms. Vail Resorts stands out for its renowned destinations and commitment to employee development, with over 70% of its staff having been promoted from within. As the industry continues to evolve, having a strong foundation in customer service, Excel, and hospitality software is crucial. With the job market becoming increasingly competitive, it's essential for candidates to highlight their problem-solving skills, attention to detail, and ability to work independently. Before applying, candidates should be aware that this role requires a high degree of flexibility, excellent communication skills, and a passion for the travel industry.
Job Description
About the Role
The Global Wholesale Partner Support Agent is a customer-focused position that plays a vital role in Vail Resorts' call center team. As a key member of the team, you will be responsible for assisting partners with modifications, cancellations, and queries regarding their existing reservations. This role is an excellent entry-point for individuals looking to start their career in the travel industry and grow within the company. With the rise of online booking platforms, the ability to provide top-notch customer service and troubleshoot issues efficiently is more important than ever.The role entails working closely with partners, tour operators, and internal teams to ensure seamless booking experiences. You will be part of a dynamic team that values excellent communication, attention to detail, and a customer-centric approach. As a Global Wholesale Partner Support Agent, you will have the opportunity to work with a variety of stakeholders, including sales managers, internal departments, and external partners.
Vail Resorts is committed to creating an exceptional experience for its guests, and this role is critical in achieving that goal. By providing exceptional support to partners and tour operators, you will be contributing to the company's mission of creating the Experience of a Lifetime for its guests.
What You Will Do
- Provide guidance and troubleshooting for partners and tour operators using online booking portals
- Reply to partner and internal emails in a timely and professional manner
- Book, modify, and cancel tour operator and partner bookings with accuracy via phone and Zendesk tickets
- Engage in first-phase problem resolution regarding partner/tour operator complaints
- Provide feedback for Sales Managers regarding partner/TO accounts
- Communicate effectively with various other departments within Vail and WB to resolve issues and process bookings/modifications
- Report any discrepancies found on the partner/internal booking systems and related websites to ensure accuracy and consistency of information
- Work as a team to complete various audits throughout the year
- Participate in additional ad-hoc projects as needed
- Collaborate with internal stakeholders to resolve issues and improve processes
- Utilize Microsoft Office to complete tasks and report on key metrics
What We Are Looking For
- High School diploma or equivalent
- Previous hospitality experience (preferred)
- Excellent verbal and written communication skills
- Ability to work a flexible schedule, including weekends and holidays as needed
- Microsoft Office proficiency
- Attention to detail with a high degree of accuracy
- Ability to work on a computer and phones performing repetitive tasks for long periods
- Willingness to focus on personal development and adapting to ever-changing situations
- Customer-focused approach with a positive and professional attitude
- Ability to work independently and as part of a team
- Familiarity with hospitality software (preferred but not required)
Nice to Have
- Experience with Vail Resorts family of destinations
- Familiarity with Revinate, AWS, Guest Connect, Inntopia, or MS products
- Knowledge of the travel industry and current trends
- Certification in customer service or hospitality
- Experience working in a call center or customer-facing role
Benefits and Perks
- Competitive hourly rate ($20.00 - $22.19)
- Ski/Mountain Perks, including free passes for employees and discounted lift tickets for friends and family
- Employee discounts on lodging, food, gear, and mountain shuttles
- 401(k) Retirement Plan
- Employee Assistance Program
- Excellent training and professional development opportunities
- Health Insurance, Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
- Free ski passes for dependents
- Critical Illness and Accident plans
- Remote work opportunities from 16 U.S. states and British Columbia
How to Stand Out
- Ensure you have a quiet, dedicated workspace with a reliable internet connection, as this role requires working remotely.
- Familiarize yourself with Microsoft Office, particularly Excel, to improve your chances of success in this role.
- Develop your customer service skills by practicing active listening, empathy, and clear communication.
- Highlight your problem-solving skills and ability to work independently in your application and during the interview process.
- Be prepared to provide examples of times when you had to troubleshoot issues or resolve customer complaints in a professional manner.
- Research Vail Resorts and its family of destinations to demonstrate your knowledge and enthusiasm for the travel industry.
- Prepare to discuss your experience with hospitality software and your ability to learn new systems quickly.
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