Client Services Associate

A rare opportunity to join the City Winery team as we reimagine the future of live music and hospitality. At City Winery we aim to deliver the highest end combined culinary and cultural experience to our customers who are passionate in sharing wine, music, and culinary arts. We are a unique facility, combining a fully functioning winery with intimate concerts, food & wine classes, private events in a variety of configurations, and fine dining. We have created a compelling mix for our sophisticated clientele of foodies, and active cultural patrons—bringing the wine country experience to the middle of a large city. Position Summary The Client Services Associate is part of our customer support team. You’ll be the first point of contact for customers before and after their visit, answering questions, resolving issues, and ensuring a smooth experience via phone and email. While we operate in the event and hospitality industry, this position is not a front of house position. You will support guests using various digital tools and systems. Why us? We are a rapidly expanding national entertainment and hospitality company, offering tremendous opportunities for driven and ambitious individuals. nDORFins program designed to promote a healthy and active lifestyle! 401K (and yes we match!) Flexible Savings Accounts, HSA and Dependent Care, Basic Life and AD&D Insurance Free Family Meal Tickets to available shows And more! Overview of Responsibilities Customer Support (Phone + Email) Respond to guest inquiries via HubSpot Helpdesk and Dialpad Assist guests with: Ticket purchases Memberships and benefits Policy clarification and event logistics Troubleshoot issues including: Account or login problems Ensure all guest concerns are tracked, resolved, and followed up on as needed Maintain a consistent, friendly and knowledgeable tone across all channels Proactively identify upsell opportunities, such as premium seats, VIP packages, or add-ons Problem Solving & Documentation Use internal systems (Vivenu, Stripe, Toast) to research and resolve guest issues Document common problems and solutions to build out internal knowledge base and team SOPs Propose enhancements to processes and workflows that improve guest satisfaction and team performance Recommend relevant products, services, or upgrades to guests based on their inquiries Promote memberships, events, and add-ons where appropriate to maximize the guest experience and contribute to sales goals Collaborate with the Marketing and Ticketing teams to support seasonal campaigns or special offers Provide feedback on guest interest and sales objections to inform future sales strategies Support ticketing operations such as VIP waitlists, seat adjustments, and special event logistics Partner with internal departments to ensure accurate guest communication and service delivery Help identify and communicate guest trends, pain points, or recurring issues to improve cross-departmental strategies Minimum Qualifications Someone who genuinely enjoys solving problems and helping customers Professional, patient, and empathetic communicator Confident in identifying root causes and delivering accurate, timely solutions Curious, detail-oriented, and excited by variety in day-to-day work Flexible and available to work evenings, weekends, and holidays when needed Sales-minded: able to recommend products, upsell memberships or upgrades, and identify opportunities to drive revenue while supporting the guest About Us Wine, food, and live entertainment collide at City Winery to create a dynamic and incredibly unique workplace. Since 2008, City Winery has been turning heads across the nation with amazing live performances, delectable cuisine, and award winning, locally produced wines. But there's more to us than thatwe're a haven for community and creativity, a place where the philosophy of hospitality is more than just a buzzword, but a way of life. City Winery, founded by music industry veteran & visionary Michael Dorf, has established itself as a one-of-a-kind brand providing unforgettable experiences for guests. From world class music venues to sustainably produced wines with ratings of 90+ points, City Winery offers a range of topnotch events & experiences. We are an equal opportunity employer and value diversity at City Winery. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Additionally, City Winery participates in the E-Verify Program in certain locations, as required by law. #J-18808-Ljbffr