Contact Center Manager na The Summit at Snoqualmie

Come and join an amazing team and help create the corner stone of amazing mountian experiences!

The Contact Center Manager oversees The Summit at Snoqualmie’s Contact Center, managing all guest communication channels (phone, voicemail, email, live chat) through Salesforce Service Cloud. This role ensures exceptional guest service, maintains CRM content, and provides leadership, training, and support to Administrative, Contact Center, and Guest Services staff.

Come work and play at Seattle’s home mountain, The Summit at Snoqualmie. Located an hour from Seattle, at the junction where the Pacific Crest Trail crosses Interstate 90. With summer activities ramping up with spectacular Mountain Biking trails and Scenic Lift Rides, there is lots to do all year long.

Job duties may include, but are not limited to:

• Oversee multi-channel guest communications (phone, voicemail, email, live chat) through Salesforce Service Cloud, ensuring accurate information, timely responses, and exceptional service.
• Schedule coverage, monitor queues, and ensure cases are resolved within 24 hours.
• Maintain and audit Help Center, Chatbot, templates, and quick texts for consistency and accuracy.
• Monitor KPIs, address performance gaps, implement improvement plans, and foster communication through meetings and updates.
• Maintain deep knowledge of resort operations, schedules, and online platforms to prevent errors and deliver consistent information.
• Utilize Microsoft Excel and reporting tools to track performance, analyze data, and provide insights for process improvements and information solutions.

What we are looking for:

• Strong written and verbal communication skills. 
• High level of organization, attention to detail, and ability to manage multiple priorities. 
• Ability to remain calm and effective in fast-paced or high-stress situations. 
• Commitment to delivering outstanding guest experiences and supporting team success. 

Click here for full job description

Join our team and enjoy The Summit Experience! 

Wage and Benefit Info:

The wage range for this positions is:  from $30 to $35/hr (DOE).

Benefits include: health, dental, vision

Team member will accrue PTO and will earn 2 weeks or more in a 12 month period.

All individuals may contribute to the 401(k).  An employee must work 1,000 hours in a calendar year to qualify for the discretionary match (there is a 2 year vesting cliff).

All individuals accrue sick time at 1 hour per 40 hours worked to a maximum of 64 hours per year.

It is the policy of Boyne Resorts to recruit, hire and promote in all job classifications and shall not discriminate with regard to race, color, national origin, religion, ancestry, sex, age, sexual orientation, gender identity, disability, veteran status, or any other non-merit factor. Boyne Resorts is committed to valuing individual diversity in the workplace by reaching beyond stereotypical views and using the strengths and different perspectives and unique backgrounds that each person offers.  Even more importantly, Boyne Resorts embraces and derives value from the diverse views that each individual brings.