Customer Care Specialist

Boyne Resorts•Boyne Valley Township, MI

About The Position

The Customer Care Specialist is a full-time, year-round entry-level position at Boyne Mountain Resort. The role responds to product sales inquiries through Customer Care channels, including phone, email, and chat. Working under the supervision of the Ticket & Season Pass Revenue Manager, the specialist logs conversation notes, assists customers with a range of questions, and troubleshoots ecommerce transactions promptly. The position also supports customers with account access and Boyne Rewards, monitors reactions to product offerings, and helps train and monitor an AI-powered chatbot, including providing live escalations when needed. The role requires strong communication and writing skills, organization, attention to detail, and the ability to manage multiple conversations in a fast-paced, collaborative environment. A flexible schedule, including weekends and hours that vary by season, is required. Boyne Mountain team-member perks mentioned include ski, golf, and waterpark passes, as well as discounts on food, beverages, retail, and daycare.

Requirements

High school diploma or equivalent.
Previous experience working in the hospitality industry and strong communication skills.
Friendly, personable, and empathetic demeanor.
Knowledge of Boyne Mountain Resort and its offerings.
Passion for the ski, snowboard, golf, and outdoor industry.
Positive attitude and willingness to learn new skills.
Strong writing and grammar skills, with the ability to create professional responses.
Understanding of ecommerce strategy and tactics.
Detail-oriented and organized, with the ability to manage multiple conversations and deliverables.
Ability to thrive in a fast-paced, changing, highly productive, collaborative environment.
Ability to work a flexible schedule, including weekends, with hours varying by season.

Nice To Haves

College experience is desirable.

Responsibilities

Respond to customer inquiries via email and phone in a timely manner.
Monitor and report users’ reactions to product offerings and troubleshoot challenges.
Share suggestions professionally with the Ticket & Season Pass Revenue Manager and Digital Product Specialist.
Respond to voicemail messages and email inquiries from [email protected].
Help customers identify their login credentials and Boyne Rewards accounts.
Train the AI-powered chatbot to respond accurately to online inquiries and monitor its dashboard, providing live escalations as needed.
Log conversation notes while assisting customers and troubleshooting ecommerce transactions.