Call Center Agent

Call Center Agent

The 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 employees

Our Core Values: LEADS by Serving

At 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 Thinking
• Excellence in Execution
• Attitude is Everything
• Develop Create People
• Serve our team members first so they can, in turn, serve our guests and community

Responsibilities

Essential Job Functions (including but not limited to,):

• Manage high-volume inbound calls, emails, and chat conversations simultaneously
• Navigate multiple computer systems and databases to process complex reservations
• Troubleshoot e-commerce transactions and online account issues
• Document all guest interactions in Salesforce/RTP systems
• Support Boyne Rewards program enrollment and point redemption
• Collaborate with team members across multiple properties via internal systems
• Maintain expert knowledge of all resort offerings through SharePoint and internal resources
• Meet call quality metrics and response time standards
• Provide backup support during peak periods for other Resort Services sales locations
• Contribute to a positive team environment by participating in job sharing, and maintaining a friendly attitude in all interactions

Qualifications

Required Qualifications (knowledge, skills, certifications, education, etc):

• High school diploma or equivalent; some college experience preferred
• Previous hospitality, call center or phone-based customer service experience
• Exceptional phone voice and professional writing skills
• Advanced computer proficiency with ability to navigate 3+ systems simultaneously
• Comfortable wearing a headset for extended periods
• Strong focus and concentration in shared office environment
• Ability to maintain professionalism during back-to-back calls
• Proficient with Microsoft 365 applications.
• Flexible schedule availability, including weekends and holidays
• Able to problem-solve independently and adapt in a fast-paced environment
• Familiar with CRM systems such as RTP or Salesforce

Work Environment:

• Position requires extended periods at a computer (sitting or standing)
• Noise levels can be high when all agents are on the phone

Position type and expected hours of work:

• Typical 8-10 hour shifts 4-5 days a week
• Weekends and holidays required; overtime may be needed during peak periods (especially Christmas break)