Coordinator, Ask Whistler

2 weeks ago


Whistler, Canada Tourism Whistler Full time

**Job Title**: Coordinator, Ask Whistler

**Department**: Visitor Services

**Position Status**: Full Time, Year Round

About Tourism Whistler

We love where we live and we bring that energy and passion to everything we do. We're a team of collaborative, mountain-loving individuals and we show up and achieve great things professionally and personally. Creating a positive and fulfilling experience for our team is high on our list of priorities. And we're proud to be a workplace that requires respect for our people, our partners, and our environment. Because the people make the place, and this place is pretty special.

What We Offer
- A flexible schedule offering work-life balance and time to enjoy the beauty of Whistler
- Excellent extended health plan for full time employees and their eligible dependents
- Wellness program to support recreation in Whistler
- Fun, collaborative, and supportive team environment

Position Summary

The Coordinator of the ‘Ask Whistler’ Program is responsible for the planning, execution, and tracking of Tourism Whistler’s chat program, providing guests both in and out-of-resort, with extraordinary customer service via Whatsapp, Facebook Messenger, SMS, and Live Chat. The program is marketed within the resort and via the website, encouraging visitors to reach out and ‘Ask Whistler’ for help, whether it be offering directions, recommending places to eat, things to do, or general Whistler information.

Key Responsibilities
- Act as a Tourism Whistler ambassador, living our purpose and vision with passion & energy, achievement and respect
- Respond to all inbound messages in a timely manner with exemplary service providing current and relevant information as requested
- Assist multiple customers simultaneously via use of a live chat software; communicating in a manner that provides clear concise written information
- Provide quotes and fulfil activity and accommodation sales for inquiring guests (through Inntopia or online booking)
- Maintain up-to-date knowledge of products, services & resources in order to assist customers with their questions
- Work closely with other departments to communicate results, feedback and potential opportunities
- Assist in visitor service recovery scenarios either by connecting with the guest or communicating with member organizations, including documenting issues and resolutions
- Work with internal team to develop a ‘Surprise & Delight’ program for in-resort visitors
- Responsible for recording and monitoring key metrics to determine the success of the program
- Serve Tourism Whistler members by promoting tourism product (businesses, attractions, and special events)

Knowledge, Skills & Abilities
- A passion for offering superior customer service in an online environment
- Excellent first-hand knowledge of Whistler
- Motivated self-starter, with the ability to take initiative and be a solution oriented thinker
- A flexible and versatile team player, with the ability to work in an ever-changing environment
- Excellent computer skills including an interest in new technology
- Reservations systems experience an asset
- Excellent written communication skills that provide the ability to tailor writing style to appropriately match audience and communication channels
- Ability to work independently and exercise good judgment, discretion and tact



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