Guest Service Specialist

Job Description:

Role Overview

This role will provide essential support to both Guest Services and Wine Club operations, helping ensure timely responses to guest and member inquiries while maintaining a high level of service across all properties. The position will assist with reservations, order support, membership requests, administrative tasks, and luxury sales campaigns to help streamline communication and operational efficiency. This is a part-time opportunity.

Key Responsibilities:

Guest Services Support

Provide front-line support for guest inquiries and reservation assistance across all properties.

Responsibilities include:

• Answering incoming phone calls for all properties
• Responding to Chirps and guest inquiries in a timely manner
• Monitoring and responding to Guest Services inbox emails
• Assisting guests with booking reservations and experiences
• Responding to general property inquiries
• Supporting order tracking questions and guest purchase inquiries

Wine Club Support

Assist the Wine Club team with member communication and administrative needs, particularly during club shipment periods.

Responsibilities include:

• Supporting incoming phone calls related to Wine Club inquiries
• Assisting members with credit card updates
• Helping with membership account updates
• Processing order changes and case upgrades
• Supporting upsell opportunities when appropriate
• Responding to general member service requests in a timely manner

During club shipments, this role will help ensure smooth communication and member support during high-volume periods.

Shared Responsibilities (Guest Services & Wine Club)

Customer & Member Support
• Ensure all guest and member requests are handled promptly and professionally
• Maintain accurate records and ensure guest and member data is properly captured and updated

Sales Support
• Assist with consumer sales support and customer inquiries related to purchases
• Support upselling opportunities when appropriate
• Assist the team with administrative support related to sales initiatives

Order & Shipping Support
• Assist with order tracking and shipping inquiries
• Process returns and initiate reshipments and/or refunds when necessary

Compliance
• Ensure that all work regarding consumer sales, shipping, and service is completed in full compliance with alcohol shipping laws and company policies

Additional Support
• Assist with winery events as needed
• Provide operational support during high-volume periods, special events, or club shipment windows

Qualifications & Availability

Required Availability
• Weekend availability required, with Saturday availability especially important

Preferred Experience

Familiarity with relevant systems, including:

• C7
• WineDirect Fulfillment
• ShipCompliant
• RedChirp

Personal Qualities
• Flexible and adaptable in a fast-paced environment
• Coachable with a willingness to learn and grow
• Strong communication and customer service skills
• Ability to manage multiple requests while maintaining attention to detail

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