Call Center Agent

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)