Job Overview
- Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
- Promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
- Delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
- Completes reservation processes for multiple outlets and events, confirming all pertinent details
- Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions
- Processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
- Manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
- Coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
- Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
- Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences
- Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests' needs
- Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
- Represents the company at in-person events as needed
- Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions
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