Customer Service Representative

Job Description:

Job Title: Guest Services Specialist

Join Our Boutique Napa Valley Winery Team!

We’re seeking a passionate and organized individual to join our dynamic hospitality and operations team. This is an exciting opportunity to gain hands-on experience at a boutique winery, where you’ll have the chance to work across customer service, wine club, shipping logistics, operations, and event activities. If you thrive in a collaborative environment, enjoy building genuine relationships, and have a passion for delivering exceptional customer service, we’d love to hear from you!

About Us
Our small but mighty team is dedicated to creating world-class experiences for our valued guests. With a fun and welcoming atmosphere, we pride ourselves on teamwork, creativity, and excellence.

Responsibilities
As a key member of our team, you’ll play a versatile role with responsibilities including:

Guest Services:
* Answer incoming calls and managing reservations with professionalism and efficiency.
* Handle basic order and shipping inquiries.
* Maintain and update customer records to ensure accuracy.
* Respond to general inquiries via email with enthusiasm and attention to detail.
* Act as a welcoming and accommodating first point of contact, while vetting and addressing guest needs with care.

Club Support:
* Assist members with club customizations, order adjustments, holds and cancellations during club seasons.
* Support the DTC Manager with credit card updates and tracking club order inventory at the estate.

Operations Support:
* Printing daily collateral for tastings and ensuring the team is prepared.
* Packing in-house orders and assisting with inventory as needed.
* Greeting guests with warmth and professionalism.
* Hosting tastings on occasion
* Collaborating with the team to create memorable guest experiences.

Event Support:
* Assisting with setup, execution, and cleanup of onsite events.

Qualifications
To succeed in this role, you should possess:
* Strong organizational skills and the ability to juggle priorities effectively.
* Proficiency with MS Office, databases, and POS systems.
* A knack for anticipating guest and team needs, paired with a can-do attitude.
* Exceptional interpersonal skills and a passion for building relationships.
* Flexibility and a willingness to take direction while working in a small team.
* Enthusiasm, creativity, and a positive outlook in all situations.
* Ability to work weekends and most holidays is required.
* Must be able to work at a lively desk workstation.
* The ability to stand or sit for extended periods and lift a case of wine (50 lbs).
* A high degree of integrity and a strong work ethic.
* Must be 21 years of age or older.

Bonus: Experience in a similar role or industry is preferred, but we’re happy to train the right candidate!

Schedule & Benefits
* This is a full-time, hourly position requiring availability on weekends and most holidays.
* Competitive compensation and benefits package.

If you’re excited about the idea of working in Napa Valley’s vibrant wine industry and contributing to our guests’ unforgettable experiences, we’d love to meet you!

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