Contact Center Agent, Winter 26/27

Alterra • Enumclaw, WA

7d • $21 - $23 • Onsite

About The Position

Contact Center Agents assist and excite guests about Crystal Mountain and help them plan and book their winter and summer needs. They respond to inquiries about products and services, including lift access, rentals, and lessons, through channels such as the Nice CXOne web-based telephony system, email, phone, and chat. The role contributes to the Reservations team by delivering customer-focused service and maintaining a thorough understanding of resort offerings, company information, and destination details.

Requirements

• Strong customer service skills, including the ability to handle guest questions, concerns, and escalations appropriately.
• Excellent verbal and written communication skills, including professional phone etiquette.
• Ability to communicate company policies and procedures diplomatically and effectively.
• Ability to remain calm, professional, and productive in high-pressure or stressful situations.
• Strong problem-solving, decision-making, and multitasking abilities.
• Demonstrated resourcefulness and sound judgment.
• Ability to work independently while contributing positively to a team environment.
• Dependable, flexible, team-oriented, and committed to a strong work ethic.
• Self-motivated and sales-oriented, with a focus on exceptional guest experiences.
• Availability to work varied shifts and days of the week as required by business needs.
• Commitment to upholding company policies, values, and standards of conduct.
• Willingness to seek assistance when needed and continuously learn new skills.
• Willingness to share feedback, information, and best practices with team members and leadership.
• Adaptability and openness to new responsibilities, policies, procedures, and organizational changes.
• Working knowledge of Inntopia, Ikon Resort Tools, AMP, Microsoft Office Suite, and Workday, including scheduling and timekeeping functions.
• Ability to perform basic mathematical calculations and process complex sales transactions accurately.
• Proficient computer skills and ability to learn new systems and processes.
• Able to lift, carry, or otherwise move and position a minimum of 40 pounds occasionally.
• Manual dexterity to operate a computer and common office equipment constantly; auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment constantly.
• Ability to work for extended periods sitting, bending, reaching, and speaking; talking and hearing occur continuously while communicating with guests, supervisors, and other employees.

Nice To Haves

• Previous experience in reservations, sales, customer service, or a related field is preferred.

Responsibilities

• Respond to guest concerns and escalations professionally and in a timely manner while managing expectations.
• Handle guest contacts through phone, email, chat, and other channels as required by business needs.
• Maintain a thorough understanding of products, services, and resort offerings.
• Provide accurate, detailed information about products, Crystal Mountain, Alterra Mountain Company, and destination information.
• Collaborate with the Reservations team and provide customer-focused service.
• Complete assigned projects and daily responsibilities within established timelines.
• Maintain a clean, organized, and professional work area.
• Perform other duties as assigned.

Benefits

• Free unlimited Alterra season pass, direct to lift at all Alterra resorts.
• Free Alterra season pass for spouse and dependents age 25 and under.
• 50% off window ticket price at IKON partner resorts.
• Free access to Alterra Mountain destinations during time off.
• Free ski-referral letters for use at other mountain resorts during time off.
• Periodic allotment of free friends and family day-ski vouchers.
• Discounts on ski and snowboard lessons, rentals, gear tune-ups, food and beverage, and Crystal Mountain retail shops.
• Free Crystal-branded swag.
• Gear pro deals with hundreds of brands.
• Discount Marketplace deals on accessories, auto, electronics, entertainment, fitness, food, home, pet supplies, travel, and more.
• Employee-only night skiing events.
• Employee housing available for eligible positions.
• Accrued paid time off for eligible positions.
• Group health insurance for eligible positions.
• 401(k) benefit with generous match and immediate vesting for all staff members over 18.
• Opportunities for growth, advancement, and year-round employment.
• Eligible for an incentive program.

What This Job Offers

• Education Level: No Education Listed