Lead E-Commerce Customer Service Agent

Boyne Country Sports is seeking a dynamic and enthusiastic individual to lead our e-commerce Customer Service team. As a Lead E-commerce Customer Service Agent, you will play a pivotal role in maintaining our tradition of exceptional guest service, adapting it to our online retail environment to create lasting memories and loyalty among our e-commerce customers.

Boyne Country Sports is a specialty outdoor retailer operating within Boyne Resorts collection of mountain and lakeside resorts, ski areas, and attractions. With 7 locations throughout Michigan, and a direct line to all our properties across the country, we are uniquely positioned to deliver exceptional service, industry leading brands and in-depth product knowledge to an active and passionate outdoor customer-base.

Team Member Benefits:
Beyond employment, Boyne Resorts provides access to incredible outdoor playgrounds, significant discounts on merchandise and services, medical coverage, and more for you and your family.

• Health Benefits (Medical, HSA, dental, vision, life, FSA, and disability insurance)starting the first of the month following employment.
•  PTO accrual starting first day.
•  401(k) plan with company match
•  Skiing & riding for free at mountain resorts in the Boyne Resorts portfolio.
•  Lodging, Food and Beverage, and more discounts for eligible team members and qualifying spouse/dependents.
•  Golf for free or heavily discounted at resort courses operated in ME, MI and MT.
•  Neighbor discounts with hundreds of retailers.

We strive to maintain and promote our Core Values, LEAD:

Think Long Term | Excellence in Execution | Have Passion and a Positive Attitude | Develop Great People

•  Lead and Manage: Guide and oversee the e-commerce Customer Service team to ensure high levels of customer satisfaction and a provide a five star experience to every guest. This may include future supervision of additional agents as the team expands.
• Customer Interaction: Efficiently handle customer inquiries and issues related to our online store, such as product information, order status, returns, and exchanges, through various channels including phone calls, email, and CRM chat. Ensure every interaction is a five star experience.
•  Collaboration: Work collaboratively with the e-commerce team and other Boyne Resorts departments on various projects, ensuring they meet specific quality and time constraints.
•  Continuous Improvement: Actively seek ways to enhance and improve Customer Service procedures, policies, and standards within the e-commerce division.
•  Adaptability: Show flexibility in handling projects, evolving needs, efficiently manage CRM revisions, updates and process changes while maintaining a high level customer experience.
•  Contribution to Growth: Play a key role in contributing to the growth and innovation culture within the Boyne Country Sports Ecommerce team.
•  CRM Utilization: Utilize Customer Relationship Management (CRM) software to effectively manage all customer needs and interactions.
•  Multifaceted Communication: Maintain daily communication with internal and external guests through various media, ensuring prompt, accurate and high quality responses to create and retain repeat customers.
•  Other duties may be assigned as the role evolves

• Proven experience in Customer Service, preferably in an e-commerce setting.
• Strong communication, critical thinking, problem solving and leadership skills.
•  Passion for winter sports, lifestyle and product knowledge required.
•  Ability to manage multiple tasks simultaneously and adapt to changing priorities.
•  Commitment to upholding the values and brand voice of Boyne Resorts and Boyne Country Sports.
•  Possess the ability to offer every guest a 5 star experience.
•  CRM skills and experience a strong plus.
•  1 - 2 years of Customer Service experience is required.
•  Excellent writing skills to chat online with customers and respond to emails.
•  Highly developed verbal communication, interpersonal and organizational skills.
•  Experience with Shopify, 3rd Part Platforms like eBay or Amazon, SalesForce Service Cloud or similar platforms a plus.