Contact Center Agent, Winter 26/27

Crystal Mountain•Enumclaw, WA

5d•Onsite

About The Position

Crystal Mountain is hiring a seasonal Contact Center Agent for Winter 2026/27. The agent assists guests with planning and booking winter and summer resort needs, answers questions about products and services—including lift access, rentals, and lessons—and shares accurate information about Crystal Mountain, Alterra Mountain Company, and destination offerings. Guest inquiries arrive through phone, email, chat, and other channels, including the Nice CXOne web-based telephony system. The role contributes to the Reservations team by delivering customer-focused service, responding professionally to concerns and escalations, and completing assigned daily responsibilities and projects within established timelines. The position is based at Crystal Mountain in Washington and reports to the Contact Center Manager.

Requirements

Be dependable, flexible, team-oriented, self-motivated, and sales-oriented, with a strong work ethic and focus on exceptional guest experiences.
Be available to work varied shifts and days of the week as required by business needs.
Uphold company policies, values, and standards of conduct.
Remain calm, professional, and productive in high-pressure or stressful situations.
Demonstrate strong problem-solving, decision-making, multitasking, resourcefulness, and sound judgment.
Work independently while contributing positively to a team environment; seek assistance when needed and continue learning new skills.
Share feedback, information, and best practices with team members and leadership.
Adapt to new responsibilities, policies, procedures, and organizational changes.
Demonstrate strong customer service and the ability to handle guest questions, concerns, and escalations appropriately.
Have excellent verbal and written communication skills, including professional phone etiquette, and communicate policies and procedures diplomatically and effectively.
Have working knowledge of Inntopia, Ikon Resort Tools, AMP, Microsoft Office Suite, and Workday, including scheduling and timekeeping functions.
Perform basic mathematical calculations and process complex sales transactions accurately.
Have proficient computer skills and the ability to learn new systems and processes.
Be able to lift, carry, or otherwise move and position at least 40 pounds occasionally.
Have the manual dexterity to operate a computer and common office equipment constantly, and the auditory and visual acuity needed to operate computers, phones, mobile devices, and basic office equipment constantly.
Be able to sit, bend, reach, and speak for extended periods; 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 promptly while managing guest expectations.
Handle guest contacts by phone, email, chat, and other channels as required by business needs.
Maintain a thorough understanding of resort products, services, and offerings.
Provide accurate, detailed information about product offerings, Crystal Mountain, Alterra Mountain Company, and destination information.
Support the Reservations team through collaboration and 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 Alterra season pass with unlimited, direct-to-lift access at all Alterra resorts.
Free Alterra season pass for spouse and dependents aged 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 employees to 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.
Pro deals on gear from 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 staff members over 18.
Opportunities for growth, advancement, and year-round employment.
Incentive program eligibility.