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BR
Boyne Resorts
Contact Center Customer Care Agent
Entry-Level JobVerifiedNo experience needed
Career Insights for Call Center Representative
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Based on Maine data
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What they do
A Call Center Representative answers calls from customers or makes outbound sales calls. Responds to customer inquiries, provides information on products and services, and manages customer complaints. Records customer information and processes orders. May process payments. May use email to follow up on customer inquiries or calls.
$42,096 / year median in Maine
-5% projected decline
Job Description
Overview A Customer Care Agent is outgoing and friendly in nature and have the ability to interact with a wide range of people in a Contact Center setting. Customer Care Agents answer guest phone calls, emails, and web chats to provide resort information, support for on line purchases, resetting logins, and other basic technical needs. This position requires great attention to detail, the ability to read other people, and to give guidance based on the guests' wants and needs. A faster than average pace will be the norm for this position. There is a fair degree of change from day to day, as each phone call can present a new challenge, therefore the job requires a Customer Care Agent to shift from task to task quickly and maintain a sense of urgency. This is a seasonal position with opportunities for full-time or part-time, with shifts on Fridays, Saturdays, Sundays, Mondays and holidays. Responsibilities
- Working with complex systems and/or processes: Salesforce, RTP, Five9, Aspenware, & EZLinks.
- Sell, service, and provide support for all RTP/Aspenware Products (Season Pass, Tickets, Special Event Tickets, SnowSports Products, Equipment Rental Products etc).
- Support Guest Service, SnowSports School, and the Rental Department; answer incoming phone calls/cases that are guest service related.
- Answering questions and concerns with accurate information to satisfy the customers' questions and concerns.
- Communicate with guests to better understand their individual needs to provide them with the best service possible.
- Ability to multi-task and pay close attention to detail. Strong organizational skills are a must.
- Consistently carrying out the directions of a supervisor; sales coaching.
- Guide callers through troubleshooting, navigating the company's web site, or using the products or services.
- De-escalate situations involving dissatisfied customers; offering patient assistance and support.
- Solving new or unfamiliar problems; tactfully avoiding disagreements or conflicts. Making decisions independently.
- Assuring compliance with laws and company policies and regulations; being responsible for the security of company property.
- Provide support to other departments through job sharing when needed.