Contact Center Customer Care Agent

Sugarloaf Mountain Corporation; Newry (ME); On-site; USD 23,419 - 26,174; Full time

Benefits offered by this job

Free Ski Pass and access to other Boye

Resort discounts on dining, retail,lod

Affordable team member housing

Job summary

Sugarloaf Mountain Corporation is seeking a Customer Care Agent for our resort operations. The role handles guest calls, emails, and web chats to assist with information, online purchases, and basic technical support.

A fast-paced environment with frequent change is expected, and shifts include Fridays, Saturdays, Sundays, Mondays, and holidays. Experience in customer service and knowledge of RTP, Salesforce, Five9, and Aspenware are preferred but not required.

Qualifications

• Previous customer service experience is preferred but not required.
• Familiarity with RTP, Salesforce, Five9, and Aspenware is a plus.

Responsibilities

• Answer guest phone calls, emails, and web chats to provide resort information and support for online purchases.
• Assist guests with resetting logins and basic technical needs.
• Support Guest Service, SnowSports School, and Rental Department; respond to guest service inquiries.
• De-escalate dissatisfied guests and provide patient, helpful assistance.
• Guide callers through troubleshooting or navigating the company’s website.

Skills

Customer service

Communication

Detail orientation

Multitasking

Tools

Salesforce

Five9

RTP

Aspenware

Job description

Overview

A Customer Care Agent is outgoing and friendly in nature and have the ability to interact with a wide range of people in a Contact Center setting. Customer Care Agents answer guest phone calls, emails, and web chats to provide resort information, support for on line purchases, resetting logins, and other basic technical needs. This position requires great attention to detail, the ability to read other people, and to give guidance based on the guests' wants and needs. A faster than average pace will be the norm for this position. There is a fair degree of change from day to day, as each phone call can present a new challenge, therefore the job requires a Customer Care Agent to shift from task to task quickly and maintain a sense of urgency. This is a seasonal position with opportunities for full-time or part-time, with shifts on Fridays, Saturdays, Sundays, Mondays and holidays.

Responsibilities

• Working with complex systems and/or processes: Salesforce, RTP, Five9, Aspenware, & EZLinks.
• Sell, service, and provide support for all RTP/Aspenware Products (Season Pass, Tickets, Special Event Tickets, SnowSports Products, Equipment Rental Products etc).
• Support Guest Service, SnowSports School, and the Rental Department; answer incoming phone calls/cases that are guest service related.
• Answering questions and concerns with accurate information to satisfy the customers' questions and concerns.
• Communicate with guests to better understand their individual needs to provide them with the best service possible.
• Ability to multi-task and pay close attention to detail. Strong organizational skills are a must.
• Consistently carrying out the directions of a supervisor; sales coaching.
• Guide callers through troubleshooting, navigating the company’s web site, or using the products or services.
• De-escalate situations involving dissatisfied customers; offering patient assistance and support.
• Solving new or unfamiliar problems; tactfully avoiding disagreements or conflicts. Making decisions independently.
• Assuring compliance with laws and company policies and regulations; being responsible for the security of company property.
• Provide support to other departments through job sharing when needed.

Qualifications

• Previous customer service experience and knowledge of RTP, Salesforce, Five9, and Aspenware is preferred but not required.

Compensation & Benefits

• Wages range from $17 to $19 per hour, depending on experience and qualifications.
• Team Member Perks include:
• Free Ski Pass and access to other Boyne Resorts
• Resort discounts on dining, retail, lodging, and spa
• Eligibility for affordable team member housing