Night Call Center Representative

Berkshire East Ski Resort; Charlemont (MA); On-site; USD 25,000 - 32,000; Part time

Job summary

Berkshire East Ski Resort in Charlemont, MA seeks a Night Call Center Representative to welcome guests and support bookings in a busy winter environment. You will answer questions, process payments, and coordinate with other departments to ensure smooth, high-quality guest experiences.

Responsibilities include handling phone and email inquiries, assisting with reservations, and providing timely responses while maintaining a positive, professional demeanor.

Qualifications

• Experience in customer service or guest-facing roles preferred.
• Strong phone and email etiquette with a friendly tone.
• Ability to juggle multiple tasks with accuracy and courtesy.
• Proficient in Microsoft Word and Excel; basic computer skills required.

Responsibilities

• Answer phones and emails promptly to provide friendly, informative guest interactions.
• Process payments and send confirmations to customers in a timely manner.
• Assist in the ticket window when needed.
• Answer questions about the reservation process and help amend or cancel bookings.

Skills

Customer service

Phone handling

Multitasking

Communication

MS Office

Job description

Night Call Center Representative:

Are you passionate about the outdoors and delivering unforgettable guest experiences? Join the team at Berkshire East this Winter as a Guest Experience Representative in our Call Center, where you'll play a key role in welcoming and supporting guests as they explore our adventure-filled destinations in the beautiful hills of Charlemont, Massachusetts.

As our night time Call Center Representative, you'll assist guests with questions, bookings, and on-site needs - ensuring every interaction is friendly, informative, and efficient. You'll also work closely with departments across the company to help create seamless, high-quality experiences for all who visit.

We're a company that values both guest satisfaction and employee well-being. In this role, you'll be part of a supportive team that thrives on collaboration, problem-solving, and a shared love of outdoor adventure.

Responsibilities include, but are not limited to:

• -Answering phones and emails while r esponding and replying to customers promptly in a professional manner to provide exceptional experiences during all guest interactions.
• -Process payments and send confirmation details to customers in a timely manner.
• -Work in the ticket window when necessary.
• -Answer any questions customers might have about the reservation process.
• -Provide support to customers who may need to amend or cancel a reservation
• -Review and respond to emails and phone messages in a timely fashion.
• -Monitor review/chat platforms and ensure responses are accurate and completed in a timely manner.

Preferred qualifications include, but are not limited to:

• -Ability to relate well to the public, in person and on the telephone.
• -Dependable, well-organized, friendly, and professional.
• -Able to work effectively with multiple supervisors.
• -Daily collaboration and communication with managers and staff
• -Supporting Customer Service Manager and Assistant Manager with daily tasks and projects.
• -Able to balance and prioritize multiple requests.
• -Effective office (clerical / secretarial), time management, and organizational skills.
• -Be very familiar with Microsoft, Microsoft Word and Excel.

Customer Service:

• -Demonstrate the three P's and lead by example: Positive, Professional and Playful.
• -Exhibit pride and responsibility for the office by showing exceptional customer service towards our guests.

Schedule:

Wednesday through Saturday nights, typically 4pm - 9:30pm although this schedule may vary. Work on Holidays and Holiday weeks is expected as thats when we are the busiest.