Resolution Specialist

Job Summary
The Resolution Specialist is responsible for driving sales, managing reservations, and assisting with shop operations at Clearly Tahoe. This role involves engaging with customers, handling bookings, and ensuring a seamless experience for all guests.

Key responsibilities include assisting customers in-person, over the phone, and via email with reservations, cancellations, and modifications for Clearly Tahoe’s guided tours and rental services. A thorough understanding of Clearly Tahoe’s activities is essential to provide accurate information and recommendations. The Resolution Specialist must be able to make educated and consistent decisions while addressing customer needs and ensuring smooth operations. A strong ability to handle phone calls efficiently and professionally is crucial in this role.

In addition to sales and reservations, this role involves working within the Clearly Tahoe Retail Shops, making retail sales, and assisting with shop-related duties. The Resolution Specialist must stay informed about current promotions, marketing campaigns, and events to effectively communicate with customers and maximize sales opportunities. General knowledge of Clearly Tahoe's operations and an understanding of what this means for guides is important to ensure effective coordination and communication.

Exceptional customer service, strong organizational skills, and effective communication are crucial for success in this role. The Resolution Specialist will work closely with on-site staff, relay special requests, and support daily operations to ensure a high standard of service.

This position reports to upper management.

Duties

• Take and process new bookings, handle changes, and respond to cancellations
• Manage customer concerns, reservations, cancellations, and modifications
• Respond to customer inquiries via phone and email with accurate and timely information
• Provide personalized activity recommendations to enhance customer experience
• Collaborate with internal teams to ensure smooth operations and seamless service
• Maintain up-to-date records of reservations, activity listings, and customer notes
• Make consistent decisions and maintain clear communication across all areas of service

Other Duties

• Check-in tour or rental guests for activities.
• Help outfit guests as necessary.
• Answer basic questions and take messages.
• Take basic reservations for tours

Qualifications

• Strong written and verbal communication skills
• Fast typing skills with excellent email etiquette
• Proficient in multitasking and using computer systems (Microsoft Office, Dropbox)
• Problem-solving with proactive solutions
• Self-starter
• Detail-oriented and focused on accuracy
• Must be fluent in English
• 2 Years Customer Service Experience (preferred)

Seasonality

Clearly Tahoe is a seasonal recreational company that is only open at limited capacity during the winter months. Our 4-month high-season runs from June through September. (Please Note: it is highly desired that employees do not have extensive time-off requests during this time) the bulk of our activity division seasonal employees are expected to work between the 6-month period of May through October while extended season and returning employees may work an 8-month period from April through November. First-year sales and reservation team members should be available to work during our 8-month extended season (April – November) while returning and seasonal sales division team members can be expected to work between the 10-month period of February 15th and December 15th.

Additional Pay Types

Bonus Opportunities Available Monthly

Working Environment & Schedule

Resolution Specialist will be trained to work in our Clearly Tahoe retail shops as well as administrative office and will be scheduled to work between both as necessary. Resolution Specialist should be comfortable working independently or in a team environment and should be able to accomplish tasks and facilitate day-to-day needs without supervision. When on-site, our Resolution Specialist may work alongside another team member at our retail shop. On occasion, our Resolution Specialist may work from our administrative office and alongside an administrative assistant, marketing, sales or management team.

Resolution Specialist is expected to work 5 days a week and will primarily work during normal business hours but with scheduling flexibility. Shifts for this position will average 6-8 hours/day with a start time as early as 7:00am and a clock-out time as late as 6:00pm.

About Clearly Tahoe

Clearly Tahoe is a full-service recreational company in the Lake Tahoe area that specializes in guided tours and rentals on both land and water. We currently feature guided tours from 5 different Lake Tahoe locations, operate 1 rental concession on Lake Tahoe and 2 adventure-themed retail shops in the Tahoe basin. In addition to our popular tours in completely transparent kayaks, Clearly Tahoe also offers on-site rentals from the Sand Harbor Nevada State Park, hiking, biking and snowshoe tours during the off-season. Our sister location based out of California offers 2 additional tour locations and guided excursions that depart from our 46-foot tri-toon, the Clearly Explorer. With a team of more than 60 employees, Clearly Tahoe offers a variety of both seasonal and year-round positions, in-house training, and growth opportunities.

Job Type: Full-time

Pay: $20.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• On-the-job training

Shift:

• 8 hour shift
• Day shift

Work Location: In person

Salary : $20 - $24