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)