Member & Guest Services Representative - Temp

Cooper’s Hawk Winery & Restaurants is growing, and so is our wine club! Our Member and Guest Services team the first point of contact for our valued wine club members and guests. Cooper's Hawk is looking for a customer-service oriented, helpful, energetic Member and Guest Services Representative to support the team on a temporary basis through the end of January 2027.

The Member & Guest Services Representative II builds on foundational service skills to independently manage a broader range of Member and Guest needs, including more complex inquiries and issue resolution. This role serves as a trusted resource for both Members and restaurant teams, delivering elevated service while contributing to team effectiveness.

• Handle a high volume of calls and emails, resolving most Member and Guest inquiries independently
• Troubleshoot and resolve more complex membership, billing, and order-related issues
• Ensure accuracy of Member data and proactively identify discrepancies or opportunities for improvement
• Process payments, orders, and shipment coordination with a high degree of ownership and follow-through
• Partner with fulfillment and restaurant teams to resolve order, shipment, or service concerns
• Conduct outbound calls to resolve issues, confirm details, or enhance the Member experience
• Review and process donation requests with attention to guidelines and timelines
• Identify trends in Member feedback and scale opportunities or recurring issues
• Support onboarding of new team members and provide peer guidance as needed
• Contribute to process improvements and special projects

• Alignment with Cooper’s Hawk values and a strong hospitality mindset
• 2+ years of customer service or call center experience
• Demonstrated ability to handle complex customer interactions and resolve issues independently
• Strong problem-solving and critical thinking skills
• Excellent communication and interpersonal skills
• High level of organization, attention to detail, and follow-through
• Experience with CRM systems (Salesforce preferred)
• Ability to adapt quickly to changing priorities and business needs
• Must represent Cooper’s Hawk values
• Candidates must be willing to work varying Monday-Sunday shifts within 8:00am and 10:00pm, with some holiday hours.
• 1 to 2 years of experience in a customer service/call center environment
• Excellent communication skills (written, verbal, as well as on the phone)
• Proficiency with Microsoft Office (Word, Excel, Outlook)
• Salesforce experience preferred (Not required)
• Customer service and solution-oriented
• Strong attention to detail
• Strong time management skills
• Strong sense of urgency and ability to multitask
• Must be dependable and demonstrate a commitment to the team
• Must be flexible and willing to adjust priorities as situations change
• Willing to work 35-40 hours/week
• Possess an upbeat, positive, and fun-loving attitude
• Restaurant industry experience a plus

Cooper’s Hawk is an equal opportunity employer.

All qualified applicants are considered for employment without regard to the person’s race, color, religion, national origin, sex, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by applicable law. Cooper’s Hawk makes reasonable accommodations during all aspects of the employment process, including during the interview process.

The information provided above indicates the general nature and level of work required of the position and is not a comprehensive list of all responsibilities or qualifications. The Benefits list is only a highlight of some of the benefits offered to team members; eligibility for certain benefits apply.

Cooper's Hawk features a Napa-style tasting room with wine-inspired retail for entertaining and a full-service restaurant, bar and private event space, offering a modern-yet-casual dining experience. Each scratch-kitchen menu item is designed to pair with our wines. Speaking of wine...the Cooper's Hawk Wine Club is perhaps the largest in the world, offering not only top-notch award-winning wines but also exclusive Wine Club membership benefits, including curated dining and travel experiences.

Since 2005, we've brought the Napa Valley experience to our guests and Wine Club members, and now, with Piccolo Buco by Cooper’s Hawk, we’re bringing the vibrant flavors of Rome to them as well. Together, we’re creating a lifestyle brand like no other.