Guest Communication Center Agent

Guest Communication Center Agent

Mountain Creek - Vernon, NJ

Overview

Salary Range $17.00 - $17.00 Hourly

Description

Guest Communications Center Agent – Mountain Creek

Location: Vernon, NJ Reporting to: Guest Communication Manager

SNOW Partners Mission Statement:

"To Enhance the Lives of our Team, Guests and Partners by Building Lasting Connections."

About Mountain Creek:

Mountain Creek, a four-season resort, offering skiing/snowboarding, bike park, waterpark, weddings, mountain coaster, restaurants, and lodge.

How the Guest Communications Center Agent Works with the Team:

As a Guest Communications Chat Agent, you will provide exceptional customer service through our online chat platform. Assist Mountain Creek and Big SNOW guests with inquiries to include, Resort Offerings, Lodging, Events, and Ride & Ski School Programs, etc.. This role requires excellent written communication skills, the ability to multitask efficiently, and a strong customer-centric approach. Your worksite will be located at Mountain Creek.

Team Member Responsibilities:

• Initiate and respond to chats promptly and professionally.
• Determine customer needs by actively listening and asking clarifying questions.
• Research, locate, and provide accurate information about products, services, pricing, and resort policies.
• Troubleshoot customer issues, explore alternative solutions, and escalate complex problems to the appropriate department or supervisor.
• Assist guests with bookings, purchases, and reservations through the chat platform.
• Contribute to the improvement of chat support processes and knowledge base resources.
• Perform other tasks assigned by Manager.

Team Member Qualifications:

• Excellent written communication skills, including grammar, spelling, and punctuation.
• Strong typing skills and the ability to navigate multiple systems simultaneously.
• Customer service experience, preferably in a chat or online environment.
• Proficiency in Google Suite.
• Strong problem-solving and multi-tasking abilities.
• Ability to work independently and as part of a team.
• Bilingual ability a plus.