Job Description

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)