Aug.22,2022

SHAI- Shaira23
Welcome2022!

WEBSITES 
-snow.com
-epicpass.com
   selling  passes, lift tickets
-epicmix.com
-epic mountain rentals

Epic Flex Pay -installment payment  

-we can upd info on epic pass acc
- guest can change their photo on the ticketing window on the resort
- photo can be uploaded once/sign in on the account

Epicmix app
- check weather, statistics
- not working

Epic mountain rentals
- we can't process on their behalf
- provide phone number

Customer manager
- authentication tab
- remove domain
- reset the password
- check error message/need to wait for 2 hours

Cancel Pass
Both of our passes are non-transferable and non-refundable however if you have a qualifying event you can file a possible refund to Sedgwick Department. You can Check the website for more information, Go to Epicpass.com click Benefits tab and click epic coverage and you can contact this phone number 877-895-1297 to file a possible refund.

Qualfon tools
- Avaya
- Qscript
- Verint - check break sched 
          -my time- my adherence
- HRIS ONLINE- DTR view-dtr
- QNECT
- QCLOCK - LOG IN 

VAIL COMMUNICATION PROCEDURE
- MS TEAMS "VAIL EAST TEAM"
- IT SUPPORT
- INBOUND CALLS
- OUTBOUND CALLS
- PHONE ETIQUETTE & ETHICS


IT SUPPORT CENTER- 970 754 0160
 
CUSTOMER MANAGER- log in assist
                 
MEDIA- PASS

-WE CAN UPDATE SHIPPING/MAILING  ADD
-CX PROF-CONTACT- ADDRESS 1 

PRODUCT TAB
WE CAN ONLY RELOAD PASSES IF THEY ARE THE SAME 

HOW TO RESHIP A NEW PASS? 


HOW TO REACTIVATE MEDIA? 
LAST 4 DIGITS OF THE PASS NUMBER 

PASS IS HOT  LISTED IF THE MEDIA IS RED, TELL THE CUSTOMER THE PASS IS INACTIVE

MILITARY PASS AUTHORIZATION, CX NEED TO SUBMIT A DOCUMENT PROVING HE'S IN MILITARY,MILITARY VERIFICATION/CERTIFICATION.  DO NOT MENTION TO THE GUEST THAT THEIR PASS IS HOT LISTED
dd214-military id 


customerservice@shareid.com - if only one purchase
verification@vailresorts.com

we are not allowed to remove hot list
provide phone number of the resort   
     
college pass-  COG  
college pass holders - must present official college school schedule indicating student name and proof of at least credit hours(undergraduate) or 6 hrs (graduate)/sem for the 2021/2022 sy. please submit an image of your credit registration to ensure the name on your pass matches the  name on your registered status to verification@vailresorts.com to verify your college pass product.             


LOG INS 
pull up the acc to change the pw
=>authentication tab - auth id and password and click save 
=>walkthrough the guest in signing in, ask the device the guest use 


we will be the one to end the call, for the guests to be transferred to survey 

Within 24 hours- pass is cancellable

relationship - choose customer
full name and DOB, click the name not photo, click save 

Lift Tickets vs Season Passes

LIFT TICKETS
-avail to purchase all season 
-refundable until first day of ticket
-resort and date specific         

SEASON PASSES & EPIC MULTI-DAY PASSES
-  BEST PRICE
    - pre-season purchase window(spring to fall)
    - non-refundable/non-transferable   
DATE/RESORT FLEXIBILITY
    -not date specific
    -restriction based on pass type
          -blackout dates
          -specific resort access   
-Epic Benefits
      -epic mountain rewards
      -epic coverage
      -buddy/SWAF tickets

Epic Mountain Rewards: Included with every pass, Epic Mountain Rewards gets you 20% off food, beverages, lodging, equipment rentals, group ski and ride school lessons, Epic Mountain Express, even cat skiing and heli-skiing!

march 23 to april 21 10 buddy tickets
buddy tickets - refundable

four seasons- regular passes

1.EPIC PASS
UNLIMITED ACCESS. NO RESTRICTIONS. THE ULTIMATE ALL-SEASON PASS.

Access to Vail, Breck, Park City, Whistler Blackcomb and more.
Limited access to our partner resorts in North America, Europe and Japan.
Includes Epic Mountain Rewards – 20% off food, lodging, lessons, rentals and more.
Refunds for job loss, injury, illness & more with Epic Coverage.
Plus, discounted tickets for you, friends and family.
2. epic local
3. epic regional
4. epic specialty
   -military
   -PROFESSIONAL COURTESY(PILOT,FLIGHT ATTENDANT)
   -SWAF/BUDDY
5.
6. 

Swaf tickets up to 15%
Buddy tickets up to 40%

to claim tickets guest must present:
1 valid id and 1 confirmation email


EPIC MOUNTAIN REWARDS:
20% off for the following:
-rentals 
-activities
-ski
-food and beverage 
-lodging
-epic mountain express

Epic Coverage:
-qualifying personal events
-resort closures
-the inability to make your desired reservations

election choices:
core seasons: regular passes, whole winter season
priority days: covers up to 7 days

For more details direct the guest to: https://www.epicpass.com/info/epic-coverage.aspx

 A guest can also submit a refund request by:
calling 1-877-895-1297, 

emailing a representative at Sedgwick@epiccoverage.com

A guest must submit a refund request within 30 days of the occurrence of the qualifying personal event to be eligible for a refund.

PERSONAL COVERAGE
Job loss and job furloughs over six months
Mandatory Stay-At-Home order from County, State or Country
Injury, Sickness or Death
Student Transfer
Pregnancy
Visa Rejections
Jury Duty
Military Transfer
And More
Start your Epic Coverage Refund Request today

QUALIFYING RESORT CLOSURES
Disease (e.g. COVID-19)
War
Terrorism
Natural disaster (Specifically defined in your Terms & Conditions)

3 VERIFICATION
FULL NAME, DOB, EMAIL ADD