Customer Care Specialist

Sugarloaf Mountain Corporation; Boyne Falls (MI); On-site; USD 30,000 - 42,000; Full time

Job summary

Boyne Mountain Resort is seeking a Customer Care Specialist to join our on-site team. This full-time, year-round entry-level role handles customer inquiries via phone, email, and chat, logs conversations, and assists guests with ecommerce questions.

You’ll support the Ticket & Season Pass Revenue Manager, train an AI-powered chatbot, and deliver prompt, professional responses while promoting Boyne Mountain offerings and perks to guests.

Qualifications

• High School diploma or equivalent required; college experience desirable.
• Experience in hospitality with strong communication skills.
• Friendly, personable and empathetic with customer focus.
• Knowledge of Boyne Mountain Resort and offerings.
• Interest in ski, snowboard, golf and outdoor industry.
• Positive attitude and willingness to learn.
• Strong writing and grammar; able to craft professional responses.
• Understanding of ecommerce strategy and tactics.
• Detail oriented, organized; able to manage multiple conversations.
• Thrives in fast-paced, collaborative environment.
• Flexible schedule including weekends; seasonal hours.

Responsibilities

• Respond to customer inquiries via email and phone promptly.
• Monitor and report reactions to product offerings; troubleshoot issues.
• Share suggestions with managers and Digital Product Specialist.
• Tend to voicemail and emails from [e-mail].
• Help customers identify login credentials and Boyne Rewards accounts.
• Train AI powered chatbot to respond accurately and monitor escalation.

Skills

Hospitality experience

Strong communication

Empathy

Attention to detail

Written communication

Education

High School diploma or equivalent

Tools

AI chatbot

Job description

Overview

Full-time, year-round entry-level position at Boyne Mountain Resort. The Customer Care Specialist responds to all product sales inquiries via Customer Care channels - phone, email, and chat. The Customer Care Specialist works under the supervision of the Ticket & Season Pass Revenue Manager and is responsible for logging conversations notes while assisting customers with a multitude of questions, troubleshooting ecommerce transactions with guests, and doing so in a prompt manner. As a Boyne Mountain team member, there are so many awesome perks for you to take advantage of, such as: ski passes, golf passes, waterpark passes, and discounts for food, beverages, retail, daycare, and so much more! To learn more about Boyne Mountain Resort, employment perks, and employee testimonials, click here - Boyne Mountain Employment!

Responsibilities

The Customer Care Specialist's typical job functions include:

• Respond to all customer inquiries via email and phone in a timely manner
• Monitor and report on users’ reactions of product offerings, troubleshoot challenges
• Share suggestions with Ticket & Season Pass Revenue Manager and Digital Product Specialist professionally
• Tend to all voicemail messages and email inquiries from [e-mail]
• Help customers identify login credentials and Boyne Rewards accounts
• Trains AI powered chatbot to respond accurately to online inquiries, and monitors chatbot dashboard offering live escalation (responses) as needed

Qualifications

This position might be for you if:

• You possess a High School diploma or equivalent; college experience desirable
• You have previous experience working in hospitality industry with strong communication skills
• You are friendly, personable, and empathetic
• You have knowledge about Boyne Mountain Resort and the resort offerings
• You are pssionate about ski, snowboard, golf, and outdoor industry
• You have a positive attitude with willingness to learn new skills
• You have strong writing and grammar skills with a proven ability to curate professional responses
• You understand eCommerce strategy and tactics
• You are detail oriented, organized, and able to manage multiple conversations and deliverables
• You thrive in a fast-paced, ever changing, highly productive, and collaborative environment
• You are able to work flexible schedule, including weekends, with varying hours based on season