Sugarloaf Contact Center - Product Support Agent

About the role

Are you the kind of person who gets excited when the snow starts falling, can navigate a computer like a pro, and never turns down a good conversation? Then you might be exactly who we’re looking for! Sugarloaf is hiring Product Support Agents to join our Contact Center team for the upcoming winter season. You’ll be an important part of creating an unforgettable guest experience—helping guests plan their perfect mountain getaway, resolve issues before they arrive and making sure they have everything they need for an awesome Sugarloaf adventure. As a Product Support Agent, you’ll be the friendly voice on the other end of the phone, providing top-notch service, answering questions, solving problems, and helping turn vacation plans into vacation memories. Come join our team!

Responsibilities

• Handle guest calls promptly and efficiently while making every guest feel heard, valued, and taken care of—building genuine connections with each interaction.
• Get to know the ins and outs of our policies, products, services, promotions, events, pricing, discounts, and special happenings, then share that knowledge with guests to help them plan an incredible Sugarloaf experience.
• Help guests find the best possible solutions when questions or concerns arise, turning challenges into opportunities to exceed expectations.
• Handle conflicts with patience, empathy, and respect while staying within the guidelines set by your manager.

Qualifications

• Be eager to learn
• Be comfortable with computers
• Have excellent communication and interpersonal skills with a natural ability to engage and connect with people
• Thrive on providing excellent customer service and building positive relationships with guests
• Have at least a high school degree or degree equivalent

Benefits

• Free lift pass for skiing and/or riding
• Discounts at resort F&B and retail locations
• Discounted ski/snowboard lessons and rentals
• Access to Nordic trails and discounted equipment rentals at our Outdoor Center location
• Discounted passes at other Boyne and partner resorts
• Team members may also be eligible to earn up to 40 hours of paid time off

Pay

$17.50 to $18.50 per hour