Contact Center Agent, Winter 26/27

Alterra Mountain Company; Enumclaw (WA); On-site; USD 29,000 - 31,000; Full time

Benefits offered by this job

Free Alterra season pass

Free pass for spouse and dependents 25

50% off IKON partner resorts

Free access to Alterra Mountain dest.

Discounts on lessons

Discounts on rentals

Discounts on gear

Employee housing available

Accrued PTO

Group health insurance

401K with employer match

Opportunities for growth

Job summary

Crystal Mountain, part of Alterra Mountain Company, is seeking a Seasonal Contact Center Agent in the Marketing unit to help guests plan and book winter and summer experiences. You will guide inquiries about lift access, rentals, lessons, and more through phone, email, and chat.

The role requires strong customer service skills, the ability to work varied shifts, and familiarity with Inntopia or similar systems.

Qualifications

• Previous experience in reservations, sales, customer service, or a related field preferred.
• Availability to work varied shifts and days of the week as required by business needs.
• Commitment to upholding company policies, values, and standards of conduct.
• Ability to remain calm, professional, and productive in high-pressure situations.
• Strong customer service skills with the ability to appropriately handle guest questions, concerns, and escalations.

Responsibilities

• Respond to guest concerns and escalations in a professional and timely manner while managing guest expectations.
• Handle guest contacts through phone, email, chat, and other channels as required by business needs.
• Maintain a thorough understanding of products, services, and resort offerings.
• Provide accurate and detailed information regarding product offerings, Crystal Mountain, Alterra Mountain Company, and destination information.
• Contribute to the success of the Reservations team through collaboration and customer-focused service.
• Complete assigned projects and daily responsibilities within established timelines.
• Maintain a clean, organized, and professional work area.
• Perform other duties as assigned.

Skills

Customer service

Sales oriented

Team oriented

Strong work ethic

Communication skills

Problem solving

Multitasking

Adaptability

Tools

Inntopia

Ikon Resort Tools

AMP

Microsoft Office Suite

Workday

Job description

Seasonal

WORK AND PLAY IN THE MOUNTAINS

Join our team of big mountain adventurers at the largest ski resort in Washington!

Here at Crystal, it's more than our work. It's our passion for the guest experience, the outdoors, and the community that bring us together at the end of the tree-lined road. We come from near and far to be up on the mountain because it's an experience you just don't get anywhere else. Events are always on the calendar and friends are always down to play. Work in the beautiful National Forest, neighboring Mt. Rainier, as a premier Ikon Pass destination with a whole lot of stoke to share.

JUST LIKE THE TREES, WE ARE GROWING!

BIG PEAKS, BIGGER PERKS

Employee perks:

• Free Alterra season pass (unlimited, direct to lift at all Alterra resorts)
• + Free Alterra season pass for spouse and dependents 25 & under
• 50% off window ticket price at IKON partner resorts
• Free access to Alterra Mountain destinations during time off
• Free ski-referral letters for employees to use at other mountain resorts during time off
• Free friends & family day-ski vouchers (Periodic allotment)
• Discounts on Ski & Snowboard Lessons
• Discounts on Ski & Snowboard Rentals
• Discounts on Gear Tune-Ups
• Discounts on Food & Beverage
• Discounts at Crystal Mountain Retail shops
• Free Crystal branded swag
• Pro deals on gear with 100s of brands
• Discount Marketplace
• Deals on accessories, auto, electronics, entertainment, fitness, food, home, pet supplies, travel, and more
• Employee-only Night Skiing events
• Employee Housing Available for eligible positions
• Accrued paid time off for eligible positions
• Group health insurance for eligible positions
• 401K benefit and generous match with immediate vesting for all staff members over 18
• Opportunities for growth, advancement, and year-round employment

Position Title:

Contact Center Agent

Position Type:

Seasonal

Business Unit:

Marketing

Position Reports to:

Contact Center Manager

Positions Reporting to this Role:

(0)

Pay Range:

$21-$22.50/hr, eligible for incentive program

Location:

Crystal Mountain,Washington

RESORT OVERVIEW, CULTURE AND VISION

Crystal Mountain is the Pacific North West's premier destination for skiers, snowboarders, and summer adventurers. We are part of Alterra Mountain Company which consists of some of the world's most aspirational brands.

A career with Crystal Mountain is more than what you do today; it's being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.

Crystal Mountain delivers best in class service and adventures worthy of our extraordinary terrain and beauty.

We are here to shape the future of mountain adventure.

We Embrace Empowerment

We Honor Authenticity

We Cultivate Collaboration

We Prioritize Purpose

JOB SUMMARY

Contact Center Agents will specialize in assisting and exciting guests about our resort and help to plan and book all their winter and summer needs. Contact Center agents will answer all inquiries regarding products and services including lift access, rentals, lessons and more. Inquiries will come through various channels, including Nice CXOne a web-based telephony system, and email.

ESSENTIAL DUTIES

• Respond to guest concerns and escalations in a professional and timely manner while managing guest expectations.
• Handle guest contacts through phone, email, chat, and other channels as required by business needs.
• Maintain a thorough understanding of products, services, and resort offerings.
• Provide accurate and detailed information regarding product offerings, Crystal Mountain, Alterra Mountain Company, and destination information.
• Contribute to the success of the Reservations team through collaboration and customer-focused service.
• Complete assigned projects and daily responsibilities within established timelines.
• Maintain a clean, organized, and professional work area.
• Perform other duties as assigned.

KNOWLEDGE, SKILLS & QUALIFICATIONS

• Previous experience in reservations, sales, customer service, or a related field preferred.
• Self-motivated and sales-oriented with a focus on delivering exceptional guest experiences.
• Dependable, flexible, and team-oriented with a strong work ethic.
• Availability to work varied shifts and days of the week as required by business needs.
• Commitment to upholding company policies, values, and standards of conduct.
• Ability to remain calm, professional, and productive in high-pressure or stressful situations.
• Strong problem-solving, decision-making, and multitasking abilities.
• Demonstrated resourcefulness and sound judgment.
• Ability to work independently while contributing positively to a team environment.
• Willingness to seek assistance when needed and continuously learn new skills.
• Willingness to share feedback, information, and best practices with team members and leadership.
• Adaptability and openness to new responsibilities, policies, procedures, and organizational changes.
• Strong customer service skills with the ability to appropriately handle guest questions, concerns, and escalations.
• Excellent verbal and written communication skills, including professional phone etiquette.
• Ability to communicate company policies and procedures diplomatically and effectively.
• Working knowledge of Inntopia, Ikon Resort Tools, AMP, Microsoft Office Suite, and Workday, including scheduling and timekeeping functions.
• Ability to perform basic mathematical calculations and process complex sales transactions accurately.
• Proficient computer skills and ability to learn new systems and processes.

PHYSICAL DEMANDS AND WORKING CONDITIONS

This position may be required to work evenings, weekends, and holidays.

OFFICE ENVIRONMENT

• Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Crystal Mountain, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Crystal Mountain to be a positive influence on the transformation of the resort and its associated lines of business.

Crystal Mountain is An Equal Opportunity Employer