Contact Center Specialist

About the role

The Contact Center Specialist I serves as a primary point of contact for guests reaching The Summit at Snoqualmie by phone, email, voicemail, and live chat. This entry‑level role provides accurate information, supports product sales and service transactions, resolves routine guest concerns, and helps guests navigate their Summit experience. The Summit at Snoqualmie is part of the Boyne Resorts family, guided by the core values of Serve First, Developing Great People, Attitude is Everything, Long Term Thinking, and Excellence in Execution.

Responsibilities

• Long Term Thinking
  • Identify and report inaccuracies or opportunities for improvement within guest‑facing communication tools, including the chatbot.
  • Identify and communicate conflicting information, operational issues, or communication gaps that may impact guests.
  • Complete assigned training through Schoox and other learning platforms.
• Excellence in Execution
  • Answer phones, emails, voicemails, and live chat using Salesforce Service Cloud, Five9, and related systems in a timely manner.
  • Respond to a high volume of guest inquiries while maintaining accuracy, professionalism, and established service standards.
  • Resolve routine and standard guest concerns independently using established policies, procedures, and available resources.
  • Conduct sales and service transactions using RTP and related systems.
  • Accurately document guest interactions, account activity, and follow‑up actions.
• Attitude is Everything
  • Maintain professionalism during high‑volume periods and challenging guest interactions.
  • Collaborate effectively with teammates and operational departments.
  • Remain adaptable when priorities, conditions, or guest needs change.
• Develop Great People
  • Participate in coaching, training, and professional development opportunities.
  • Apply feedback to improve performance and service delivery.
  • Build operational knowledge across multiple Summit business areas.
• Serve First
  • Guide guests through the planning, arrival, and visitation process.
  • Troubleshoot ticketing, pass, parking, lesson, rental, and account‑related issues.
  • Assist guests with product selection, purchases, and operational questions.
  • Support access‑control troubleshooting and scanning issues when needed.

Qualifications

• Strong verbal and written communication skills.
• Professional phone etiquette.
• Strong attention to detail and organizational skills.
• Ability to solve problems and work independently.
• Proficiency in Microsoft Office applications, especially Excel.
• Ability to handle a high volume of guest interactions in a fast‑paced environment.
• Must be available to work on weekends, evenings, and holidays as needed.
• Must be 18 years of age or older.
• Preferred: Customer service experience.
• Preferred: Strong knowledge of The Summit at Snoqualmie, resort products, services, and the ski/snowboard industry.
• Preferred: Experience working in a contact center or multi‑channel communication environment.
• Preferred: Familiarity with Salesforce Service Cloud.
• Preferred: Familiarity with RTP, Aspenware, or similar e‑commerce platforms.
• Preferred: Fluency in any language other than English is a plus.

Pay

The wage range for this position is $21.50 – $23.00 per hour, dependent on experience.

Benefits

• Non‑benefited role (no health, dental, or vision plans).
• All employees may contribute to the 401(k) plan; a discretionary match is available after 1,000 hours worked in a calendar year (subject to a two‑year vesting cliff).
• Sick time accrues at 1 hour per 40 hours worked, up to a maximum of 64 hours per year.