Contact Center Specialist

Sugarloaf Mountain Corporation; Snoqualmie Pass (WA); On-site; USD 30,000 - 32,000; Full time

Benefits offered by this job

401(k) plan

Job summary

The Summit at Snoqualmie is seeking a Contact Center Specialist I to be the primary contact for guests by phone, email, voicemail, and live chat. This entry-level role supports product sales and service transactions, resolves routine guest concerns, and helps guests navigate their Summit experience.

Responsibilities include handling high volumes via Salesforce Service Cloud and Five9, documenting interactions, and assisting with product purchases.

Qualifications

• Strong verbal and written communication skills.
• Professional phone etiquette and high attention to detail.
• Ability to work weekends, evenings, and holidays.
• Experience with Microsoft Office, especially Excel.

Responsibilities

• Answer phones, emails, voicemails, and live chat using company systems.
• Handle a high volume of guest inquiries with accuracy and courtesy.
• Document guest interactions and account activity.
• Assist guests with product selection, purchases, and services.
• Troubleshoot ticketing and access issues when needed.

Skills

Verbal communication

Written communication

Multitasking

Attention to detail

Tools

Salesforce Service Cloud

Five9

RTP

Aspenware

Job description

Overview

The Contact Center Specialist I serves as a primary point of contact for guests reaching The Summit at Snoqualmie by phone, email, voicemail, and live chat. This entry-level role provides accurate information, supports product sales and service transactions, resolves routine guest concerns, and helps guests navigate their Summit experience.

The Summit at Snoqualmie is proud to be part of the Boyne Resorts family of resorts. Boyne Resorts is the largest family owned, independent mountain resort company in North America, guided by five core values: Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

Long Term Thinking

• Identify and report inaccuracies or opportunities for improvement within guest-facing communication tools, including the chatbot.
• Identify and communicate conflicting information, operational issues, or communication gaps that may impact guests.
• Complete assigned training through Schoox and other learning platforms.

Excellence in Execution

• Answer phones, emails, voicemails, and live chat using Salesforce Service Cloud, Five9, and related systems in a timely manner.
• Respond to a high volume of guest inquiries while maintaining accuracy, professionalism, and established service standards.
• Resolve routine and standard guest concerns independently using established policies, procedures, and available resources.
• Conduct sales and service transactions using RTP and related systems.
• Accurately document guest interactions, account activity, and follow-up actions.

Attitude is Everything

• Maintain professionalism during high-volume periods and challenging guest interactions.
• Collaborate effectively with teammates and operational departments.
• Remain adaptable when priorities, conditions, or guest needs change.

Develop Great People

• Participate in coaching, training, and professional development opportunities.
• Apply feedback to improve performance and service delivery.
• Build operational knowledge across multiple Summit business areas.

Serve First

• Guide guests through the planning, arrival, and visitation process.
• Troubleshoot ticketing, pass, parking, lesson, rental, and account-related issues.
• Assist guests with product selection, purchases, and operational questions.
• Support access-control troubleshooting and scanning issues when needed.

Qualifications

Required

• Strong verbal and written communication skills.
• Professional phone etiquette.
• Strong attention to detail and organizational skills.
• Ability to solve problems and work independently.
• Proficiency in Microsoft Office applications, especially Excel.
• Ability to handle a high volume of guest interactions in a fast-paced environment.
• Must be available to work on weekends, evenings, and holidays as needed.
• Must be 18 years of age or older.

Preferred

• Customer service experience.
• Possess a strong knowledge of The Summit at Snoqualmie, including resort products, services, and the overall ski and snowboard industry.
• Experience working in a contact center or multi-channel communication environment.
• Familiarity with Salesforce Service Cloud.
• Familiarity with RTP, Aspenware, or similar ecommerce platforms.
• Fluency in any language other than English is a plus.

Join our team and enjoy The Summit Experience!

Wage and Benefit Info:

The wage range for this positions is: $21.50 - $23.00/DOE

This is a non-benefited role.

All individuals may contribute to the 401(k). An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).

All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers. Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.