Call Center Agent

Boyne Resorts•Harbor Springs, MI

10d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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