Contact Center Agent, Winter 26/27

Seasonal
WORK AND PLAY IN THE MOUNTAINS
Join our team of big mountain adventurers at the largest ski resort in Washington! Here at Crystal, it’s more than our work. It’s our passion for the guest experience, the outdoors, and the community that bring us together at the end of the tree-lined road. We come from near and far to be up on the mountain because it’s an experience you just don’t get anywhere else. Events are always on the calendar and friends are always down to play. Work in the beautiful National Forest, neighboring Mt. Rainier, as a premier Ikon Pass destination with a whole lot of stoke to share.
JUST LIKE THE TREES, WE ARE GROWING! Apply today to grow your mountain roots with us— whether you are looking to escape the city, expand your skills, or progress in the ski industry, we have a variety of roles for hard-working and enthusiastic team-players. Find your line, join our team!
BIG PEAKS, BIGGER PERKS
Employee perks:
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
Position Title: Contact Center Agent
Position Type: Seasonal
Business Unit: Marketing
Position Reports to: Contact Center Manager
Positions Reporting to this Role: (0)
Pay Range: $21-$22.50/hr, eligible for incentive program
Location: Crystal Mountain, Washington
RESORT OVERVIEW, CULTURE AND VISION
Crystal Mountain is the Pacific North West’s premier destination for skiers, snowboarders, and summer adventurers. We are part of Alterra Mountain Company which consists of some of the world’s most aspirational brands.
A career with Crystal Mountain is more than what you do today; it’s being part of creating a community rooted in the spirit of the mountains, united by a passion for adventure, and celebrating the legendary adventures and enduring memories that mountains bring to everyone.
Crystal Mountain delivers best in class service and adventures worthy of our extraordinary terrain and beauty.
We are here to shape the future of mountain adventure.
We Embrace Empowerment
We Honor Authenticity
We Cultivate Collaboration
We Prioritize Purpose
JOB SUMMARY
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.
ESSENTIAL DUTIES
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.
KNOWLEDGE, SKILLS & QUALIFICATIONS
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.