Guest Experience Coordinator & Call Center Specialist

Berkshire East Mountain Resort, LLC.; Charlemont (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

Berkshire East Mountain Resort, LLC in Charlemont, MA is seeking an Assistant Group Coordinator and Call Center Representative to deliver outstanding guest service across email, phone, and in person channels. You will work with the Group Coordinator, Call Center, and ticketing team to support bookings and daily operations.

Responsibilities include handling reservations, taking payments, sending confirmations, upselling when appropriate, and maintaining booking records.

Qualifications

• Excellent guest service and communication skills.
• Ability to balance multiple requests and priorities.
• Experience with booking systems and reservations is a plus.

Responsibilities

• Assist Group Coordinator and Call Center with daily Welcome Center duties.
• Take reservations, process payments, and send confirmations.
• Answer phones, emails, and respond promptly to customers.
• Maintain group spreadsheets, calendars, and check-ins.
• Upsell additional services where appropriate.
• Document conversations in the booking system.
• Support staff with vouchers and benefits tracking.
• Monitor reviews and chat platforms for timely responses.

Skills

Customer service

Communication

Multitasking

Team collaboration

Google Suite

Microsoft Office

Tools

Google Workspace

Microsoft Office

Job description

Berkshire East Mountain Resort, LLC in Charlemont, MA is seeking an Assistant Group Coordinator and Call Center Representative to deliver outstanding guest service across email, phone, and in person channels. You will work with the Group Coordinator, Call Center, and ticketing team to support bookings and daily operations.

Responsibilities include handling reservations, taking payments, sending confirmations, upselling when appropriate, and maintaining booking records.