Call Center Agent

Call Center AgentThe Highlands is seeking a dedicated Call Center Agent to provide guest support from our on-site contact center. This full-time position offers the opportunity to assist guests across a variety of channels, working in an office environment handling phone, email, and chat inquiries while mastering our e-commerce platforms and reservation systems.Employee Perks:Free Golf and Ski Passes – Enjoy outdoor activities with free access for you and your family.Downhill Mountain Bike Park Pass – Complimentary access for biking enthusiasts.Dining Discounts – Receive 25% off at Boyne restaurants.Resort Discounts – Save 30% on spa treatments and other services at Boyne Resorts.Free Water Park Passes – Access to Avalanche Bay Water Park.Lodging Discounts – Special rates for friends and family.Tuition Reimbursement – Support for continuing education.Housing Availability – First-come, first-served team member housing.Health Insurance – Available for Full-Time Year-Round Team Members.AllyHealth – Access to health services for all employeesOur Core Values: LEADS by ServingAt Boyne Resorts, we believe that great leadership is the key to transforming a good work experience into a great one. Our core values guide us every day as we work to create lasting memories for every guest.Long-Term ThinkingExcellence in ExecutionAttitude is EverythingDevelop Create PeopleServe our team members first so they can, in turn, serve our guests and communityResponsibilitiesEssential Job Functions (including but not limited to,):Manage high-volume inbound calls, emails, and chat conversations simultaneouslyNavigate multiple computer systems and databases to process complex reservationsTroubleshoot e-commerce transactions and online account issuesDocument all guest interactions in Salesforce/RTP systemsSupport Boyne Rewards program enrollment and point redemptionCollaborate with team members across multiple properties via internal systemsMaintain expert knowledge of all resort offerings through SharePoint and internal resourcesMeet call quality metrics and response time standardsProvide backup support during peak periods for other Resort Services sales locationsContribute to a positive team environment by participating in job sharing, and maintaining a friendly attitude in all interactionsQualificationsRequired Qualifications (knowledge, skills, certifications, education, etc):High school diploma or equivalent; some college experience preferredPrevious hospitality, call center or phone-based customer service experienceExceptional phone voice and professional writing skillsAdvanced computer proficiency with ability to navigate 3+ systems simultaneouslyComfortable wearing a headset for extended periodsStrong focus and concentration in shared office environmentAbility to maintain professionalism during back-to-back callsProficient with Microsoft 365 applications.Flexible schedule availability, including weekends and holidaysAble to problem-solve independently and adapt in a fast-paced environmentFamiliar with CRM systems such as RTP or SalesforceWork Environment:Position requires extended periods at a computer (sitting or standing)Noise levels can be high when all agents are on the phonePosition type and expected hours of work:Typical 8-10 hour shifts 4-5 days a weekWeekends and holidays required; overtime may be needed during peak periods (especially Christmas break)