Customer Service Manager

REPORTS TO

Senior Director of Guest Experience

DEPARTMENT

Customer Service

POSITION TYPE

Full Time – Seasonal

WAGE

$26.00 per hour

SCHEDULE

Seasonal role running from August 24, 2026, to the end of the winter season, with potential to return the following season. Flexible availability is required, including days, evenings, weekends, and holidays.

POSITION SUMMARY

The Customer Service Manager leads the day-to-day operations of Rabbit Hill Snow Resort’s Customer Service and ticketing team, delivering a consistently positive guest experience while developing a strong front-line team. Reporting to the Senior Director of Guest Experience, the ideal candidate is empathetic, organized, and calm under pressure, and brings Rabbit Hill’s values — Accountability, Innovation, Adaptability, Passion, and Community — into everyday decisions and team culture.

REQUIREMENTS

Experience & Education

• High school diploma or equivalent required; post-secondary education in a related field is an asset.
• Minimum 2 years’ supervisory or management experience, ideally in customer service or guest services.

Skills & Attributes

• Must be 18 years of age or older.
• Proven leadership, coaching, and team-motivation skills.
• Strong verbal and written communication skills, including strong telephone and active-listening skills.
• Strong interpersonal and conflict-resolution skills; calm, professional, and solutions-focused under pressure.
• Well-organized with strong multitasking and time-management skills; detail-oriented and proactive.
• Ability to handle confidential and sensitive information with discretion and integrity.
• Proficient with Microsoft Office and point-of-sale (POS) systems, with the ability to learn new systems and platforms quickly.
• Previous experience with Paradox Mountain Software, ADP Workforce Now, and MakeShift is an asset.
• Strong commitment to safety and proactive risk management.
• Physically capable of the demands of the role, including lifting up to 30 lbs.

Certifications & Licenses

• Valid Class 5 driver’s license and reliable personal transportation required. Our location is not served by public transit, and taxi service can be unreliable.

JOB DUTIES

Leadership & Administration

• Model and promote Rabbit Hill’s core values — Accountability, Innovation, Adaptability, Passion, and Community — through daily actions, team leadership, and guest interactions.
• Recruit, onboard, train, schedule, coach, evaluate, and — when necessary — discipline or terminate department staff in accordance with Rabbit Hill policies.
• Develop and maintain Customer Service training, policies, and procedures.
• Foster a positive, inclusive, and safety-focused team culture.
• Deliver and uphold a welcoming, professional atmosphere for guests and staff; resolve concerns, escalating complex issues to the Senior Director of Guest Experience as needed.
• Prepare and manage the annual department budget; track expenses, analyze variances, and submit accurate monthly reports.
• Maintain accurate records and submit all required documentation accurately and on time.
• Build positive working relationships across all departments and participate in manager meetings.
• Be willing to cover additional shifts as needed, including on short notice, and support other departments as required.
• Assist with staff events and perform other duties as assigned by the Senior Director of Guest Experience.

Customer Service Operations & Sales

• Monitor and restock inventory, complete purchase orders, and source the best-priced products — sustainable whenever possible — while coordinating suppliers and deliveries.
• Process tickets, season passes, product sales and bookings through Paradox Mountain Software, taking payment by cash, gift card, or debit/credit.
• Optimize guest processing times and proactively manage lineups during peak periods to enhance the overall guest experience.
• Accurately handle cash and floats, and complete secure end-of-day cash-outs.
• Promote and sell all Rabbit Hill products, passes, and experiences with strong product knowledge.
• Respond to guest inquiries in person, by phone, and by email, and resolve concerns.
• Support and cross-train staff from other departments.
• Perform light cleaning and upkeep of the customer service area.

Safety & Compliance

• Adhere to and enforce Rabbit Hill policies and procedures; help maintain a safe, secure, and legally compliant work environment.
• Support emergency response procedures and safety initiatives; ensure staff are trained on relevant safety, WHMIS, and PPE protocols.

WORKING CONDITIONS

• Fast-paced, high traffic, and sometimes loud environment.
• Office environment that can get hot, with exposure to frequently open doors and windows.
• Some outdoor work may be required, with exposure to cold, wind, rain, snow, and varying terrain.
• Extended periods of standing and walking; frequent bending, reaching, and typing; occasional lifting up to 30 lbs.
• Regular use of cleaning agents or WHMIS-classified chemicals.