Contact Center Agent, Winter 26/27

About the role

Contact Center Agents will specialize in assisting and exciting guests about our resort and help to plan and book all their winter and summer needs. Contact Center agents will answer all inquiries regarding products and services including lift access, rentals, lessons and more. Inquiries will come through various channels, including Nice CXOne a web-based telephony system, and email.

Position Type: Seasonal | Business Unit: Marketing | Reports to: Contact Center Manager | Location: Crystal Mountain, Washington

Responsibilities

• Respond to guest concerns and escalations in a professional and timely manner while managing guest 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 and detailed information regarding product offerings, Crystal Mountain, Alterra Mountain Company, and destination information.
• Contribute to the success of 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.

Requirements

• Previous experience in reservations, sales, customer service, or a related field preferred.
• Self-motivated and sales-oriented with a focus on delivering exceptional guest experiences.
• Dependable, flexible, and team-oriented with a strong work ethic.
• 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.
• 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.
• 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.
• Strong customer service skills with the ability to appropriately handle guest questions, concerns, and escalations.
• Excellent verbal and written communication skills, including professional phone etiquette.
• Ability to communicate company policies and procedures diplomatically and effectively.
• 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.

Physical Demands

• Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis.
• Manual dexterity to operate a computer and other common office equipment on a constant basis.
• Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis.
• Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees.

Benefits

• Free Alterra season pass (unlimited, direct to lift at all Alterra resorts)
• Free Alterra season pass for spouse and dependents 25 & 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
• Free friends & family day-ski vouchers (Periodic allotment)
• Discounts on Ski & Snowboard Lessons
• Discounts on Ski & Snowboard Rentals
• Discounts on Gear Tune-Ups
• Discounts on Food & Beverage
• Discounts at Crystal Mountain Retail shops
• Free Crystal branded swag
• Pro deals on gear with 100s 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
• 401K benefit and generous match with immediate vesting for all staff members over 18
• Opportunities for growth, advancement, and year-round employment

Pay

$21–$22.50/hr, eligible for incentive program

Schedule

This position may be required to work evenings, weekends, and holidays.