Overview
The Highlands is seeking a dedicated Call Center Agent to provide guest support from our on-site contact center. This full-time position offers the opportunity to assist guests across a variety of channels, working in an office environment handling phone, email, and chat inquiries while mastering our e-commerce platforms and reservation systems.
Employee Perks:
- Free Golf and Ski Passes - Enjoy outdoor activities with free access for you and your family.
- Downhill Mountain Bike Park Pass - Complimentary access for biking enthusiasts.
- Dining Discounts - Receive 25% off at Boyne restaurants.
- Resort Discounts - Save 30% on spa treatments and other services at Boyne Resorts.
- Free Water Park Passes - Access to Avalanche Bay Water Park.
- Lodging Discounts - Special rates for friends and family.
- Tuition Reimbursement - Support for continuing education.
- Housing Availability - First-come, first-served team member housing.
- Health Insurance - Available for Full-Time Year-Round Team Members.
- AllyHealth - Access to health services for all employees
Visit our website for all of our amazing perks, view testimonials, and more! Employment at The Highlands | The Highlands
Our Core Values: LEADS by Serving
At Boyne Resorts, we believe that great leadership is the key to transforming a good work experience into a great one. Our core values guide us every day as we work to create lasting memories for every guest.
- Long-Term Thinking
- Excellence in Execution
- Attitude is Everything
- Develop Create People
- Serve our team members first so they can, in turn, serve our guests and community
Responsibilities
Essential Job Functions (including but not limited to,):
- Manage high-volume inbound calls, emails, and chat conversations simultaneously
- Navigate multiple computer systems and databases to process complex reservations
- Troubleshoot e-commerce transactions and online account issues
- Document all guest interactions in Salesforce/RTP systems
- Support Boyne Rewards program enrollment and point redemption
- Collaborate with team members across multiple properties via internal systems
- Maintain expert knowledge of all resort offerings through SharePoint and internal resources
- Meet call quality metrics and response time standards
- Provide backup support during peak periods for other Resort Services sales locations
- Contribute to a positive team environment by participating in job sharing, and maintaining a friendly attitude in all interactions
Qualifications
Required Qualifications (knowledge, skills, certifications, education, etc):
- High school diploma or equivalent; some college experience preferred
- Previous hospitality, call center or phone-based customer service experience
- Exceptional phone voice and professional writing skills
- Advanced computer proficiency with ability to navigate 3+ systems simultaneously
- Comfortable wearing a headset for extended periods
- Strong focus and concentration in shared office environment
- Ability to maintain professionalism during back-to-back calls
- Proficient with Microsoft 365 applications.
- Flexible schedule availability, including weekends and holidays
- Able to problem-solve independently and adapt in a fast-paced environment
- Familiar with CRM systems such as RTP or Salesforce
Work Environment:
- Position requires extended periods at a computer (sitting or standing)
- Noise levels can be high when all agents are on the phone
Position type and expected hours of work:
- Typical 8-10 hour shifts 4-5 days a week
- Weekends and holidays required; overtime may be needed during peak periods (especially Christmas break)