Call Center Agent Job Grand Rapids area,Michigan USA,Customer Service/HelpDesk

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.
Ally Health – 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)