Contact Center Agent

Crystal Mountain Resort
paid time off, 401(k)
United States, Washington, Enumclaw
33914 Crystal Mountain Boulevard (Show on map)
Jan 04, 2026
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: $20-$21/hr 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. JOB DUTIES AND RESPONSIBILITIES: Deal with guest and employee escalations in a professional manner. Thorough understanding of all products and services available. Will present accurate, detailed information about product offerings. Provide general information about Crystal Mountain and Alterra Mountain Company and the destinations via the telephone, email, or chat. Technical skills and an understanding of Inntopia, AMP, and the ability to perform basic math calculations, as well as experience with Microsoft Office Suite and Work Day for scheduling and timeclock functions. Candidates should have a proven record of being able to communicate well, manage well under pressure, make logical decisions, problem solve, be resourceful and able to multitask. Handle contacts as required by business needs. Other duties as assigned. PERFORMANCE CRITERIA: Respond to guest concerns and escalations in a professional and timely manner, manage escalations and guest expectations. Willingness to learn and share feedback and other information with team and management. Always uphold company and departmental policy. Demonstrates support for company missions and values. Willingness and ability to be part of and contribute to a successful departmental team. Able to work under stressful conditions without creating tension among fellow employees, vendors, and supervisors. Workstation and surrounding area kept neat. Ability to communicate in a pleasant and efficient manner. Ability to present company policy in a diplomatic way. Possesses and utilizes good verbal and written communication skills and phone etiquette. Knows policies and procedures and is comfortable asking for help when needed. Willing to accept new policies and procedures as changes occur. Available for varied work shifts, as agreed upon with management. Ability to complete projects before work shift ends. Willing to accept new and varied responsibilities. JOB QUALIFICATIONS Handle guest questions and escalations appropriately. Previous direct experience with reservations/sales and customer service. Professional communication skills mandatory. Proficient computer and interpersonal skills a must. Position requires a mature, dependable, flexible, team-oriented person who is able to stay calm under pressure. Self-motivated, sales-oriented person a must. Mathematical skill to assist with calculations for complex sale transactions Must be available for varied shifts and days of the week PHYSICAL DEMANDS AND WORKING CONDITIONS This position may be required to work evenings, weekends, and holidays. OFFICE ENVIRONMENT Able to lift, carry, or otherwise move and position a minimum of 40 pounds on an occasional basis. Manual dexterity to operate a computer and other common office equipment on a constant basis. Auditory and visual acuity to operate computers, phones, mobile devices, and basic office equipment on a constant basis. Ability to work for extended periods of time sitting, bending, reaching, and speaking on a constant basis. Talking and hearing occur continuously in the process of communicating with guests, supervisors, and other employees. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily- reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. This position description is an overview of the scope of responsibilities for the role described above. With the evolution of Crystal Mountain, the responsibilities of this position may change as may the dates associated with many of the tasks. During these times of change, this position requires the flexibility and willingness to accept new responsibilities and potentially transfer others. It will also be the responsibility of any employee of Crystal Mountain to be a positive influence on the transformation of the resort and its associated lines of business. Crystal Mountain is An Equal Opportunity Employer