Michelle Shafer

Assists sales manager by processing incoming groups and bulk sales orders.

Conducts ongoing reservation reviews and call observations. Ensures all service standards are met and improved upon by reservation specialists. Responsible for quality assurance standards to ensure guests receive the best service. Meets one on one with reservation specialists for coaching on reservation accuracy and service standards during calls. Assists management by reporting monthly agent tracking of service levels and monthly incentives.

First point for contact for guests calling Big Bear Mountain Resorts. Provides guests with pricing information on lessons, rentals, lift tickets and season passes. Answers all inquiries in regards to services and hours at Big Bear Mountain Resorts. Books advance reservations for guests to guarantee availability upon arrival. Issues refunds or Activity Credits for canceled reservations. Calls back guests who have left voice mails after hours. Assists managers and supervisors with other duties or projects as needed. Inputs online lodging reservations booked through third party vendors. Transfers GetSkiTickets and Liftopia reservations to Sirius. Takes back up calls for Mammoth call center during high call volumes.

Supports account representatives and managers processing orders for customers. Makes sure all orders ship on time and to correct addresses. Communicates shipment information to customers. Works with purchasing team to bring over back-ordered inventory. Researches any critical order issues and escalates to management.

Opened and sorted through incoming mail and package. Processed returns and refunded customers to their account. Created and managed UD Pro accounts. Answered customer service phones line and emails regarding products, policies, and general information.