Call Center Agent

Sugarloaf Mountain Corporation; Harbor Springs (MI); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Free Golf and Ski Passes

Downhill Mountain Bike Park Pass

Dining Discounts

Resort Discounts

Free Water Park Passes

Lodging Discounts

Tuition Reimbursement

Housing Availability

Health Insurance

AllyHealth

Job summary

The Highlands at Boyne Resorts is seeking a dedicated Call Center Agent to support guests from an on-site contact center. This full-time role handles phone, email, and chat inquiries while guiding guests through reservations and e-commerce platforms.

The position requires strong communication, multitasking across several systems, and a team-focused mindset to deliver exceptional service in a busy resort environment.

Qualifications

• High school diploma or equivalent; some college preferred.
• Hospitality or call center experience advantageous.
• Excellent phone and writing skills.
• Ability to multitask across 3+ systems.
• Comfortable wearing a headset for extended periods.
• Proficient with Microsoft 365 applications.
• Flexible schedule including weekends and holidays.

Responsibilities

• Manage high-volume inbound calls, emails, and chat conversations.
• Navigate multiple computer systems and databases to process 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 internal resources.
• Meet call quality metrics and response time standards.
• Provide backup support during peak periods for other Resort Services locations.
• Contribute to a positive team environment with a friendly attitude.

Skills

Customer service

Multitasking

Phone etiquette

Microsoft 365

CRM software (Salesforce/RTP)

Education

High school diploma or equivalent

Some college experience

Tools

Salesforce

RTP

SharePoint

Microsoft 365

Job description

Overview

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

Visit our website for all of our amazing perks, view testimonials, and more! Employment at The Highlands | The Highlands

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)