Guest Support Agent – Multichannel Reservations Pro

Sugarloaf Mountain Corporation; Michigan; On-site; USD 21,000 - 30,000; Full time

Benefits offered by this job

Free Golf and Ski Passes

Downhill Mountain Bike Park Pass

Dining Discounts

Resort Discounts

Free Water Park Passes

Lodging Discounts

Tuition Reimbursement

Housing Availability

Health Insurance

AllyHealth

Job summary

Boyne Resorts is seeking a dedicated Call Center Agent to provide guest support from an on-site contact center. This full-time role handles phone, email, and chat inquiries while guiding guests through reservations and e-commerce platforms.

Ideal candidates will have hospitality or call center experience, excellent phone/writing skills, and the ability to navigate 3+ systems. The role requires a flexible schedule, including weekends and holidays, in a busy office environment.

Qualifications

• High school diploma or equivalent; college experience preferred.
• Experience in hospitality or call center customer service.
• Excellent phone voice and writing skills.
• Proficient with 3+ computer systems simultaneously.
• Comfortable wearing a headset for long periods.
• Strong concentration in a shared office environment.
• Proficient with Microsoft 365.
• Flexible schedule including weekends and holidays.
• CRM experience with RTP or Salesforce.

Responsibilities

• Manage high-volume inbound calls, emails, and chat across channels.
• Process complex reservations using multiple systems.
• Troubleshoot e-commerce transactions and account issues.
• Document guest interactions in Salesforce/RTP.
• Support Boyne Rewards enrollment and point redemption.
• Collaborate with teams across properties via internal systems.
• Maintain knowledge of resort offerings via SharePoint.
• Meet call quality metrics and response times.
• Provide backup support during peak periods for other Resort Services locations.
• Maintain a positive team environment and friendly attitude in all interactions.

Skills

Customer service experience

Phone communication

Professional writing

Computer proficiency

Microsoft 365

CRM systems (RTP/Salesforce)

Multi-system navigation

Flexible schedule

Education

High school diploma

Some college experience

Tools

Salesforce

RTP

Job description

Boyne Resorts is seeking a dedicated Call Center Agent to provide guest support from an on-site contact center. This full-time role handles phone, email, and chat inquiries while guiding guests through reservations and e-commerce platforms.

Ideal candidates will have hospitality or call center experience, excellent phone/writing skills, and the ability to navigate 3+ systems. The role requires a flexible schedule, including weekends and holidays, in a busy office environment.