Guest Care & E‑Commerce Specialist (Resort)

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

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.