Guest Services Associate

We have an exciting opportunity for a Guest Services Associate to join the Mac Rostie Winery Hospitality team! Reporting to the Assistant Wine Club & Guest Services Manager, this role is responsible for providing best‑in‑class service and follow‑through to all customers and wine club members with minimal supervision. This role uses critical thinking skills and active listening to provide personalized customer service and suggest customized wine selections based on preference to drive sales and membership sign‑ups and upgrades.

In addition, this position will support all customer touch points including complex administrative coordination with shipping, inventory, logistics, and customer‑facing plus backend systems. They will ensure that customer needs are met or exceeded in a timely fashion while delivering complete support that drives customer satisfaction. This role will also offer leadership and support to the Guest Services Associate and lead POS/Admin trainings for the tasting room sales team.

Minimum Qualifications:

• 2+ years of customer service or wine club experience
• Experience in wine club processing (preferred)
• Experience in the wine industry and/or wine knowledge (preferred)
• Experience with direct‑to‑consumer wine software (preferably Commerce 7 or Wine Direct)
• Experience with third‑party shipping software (Fed Ex, UPS)
• High school graduate, College degree (preferred)
• Direct to consumer wine shipping regulations.
• Hospitality principles and mechanics of direct sales channels (e‑commerce, tasting room and wine club)
• Strong understanding of consumer experiences and the impact in long‑term relationship building
• Understanding of wine club structure and details.
• Best in class customer relationship management
• Possesses strong v erbal and written communication skills, along with critical thinking and problem‑solving
• Has strong natural sales acumen as well as accurate and efficient data entry skills and extreme attention to details and organization and prioritization abilities
• Multi‑tasking abilities
• Proficient in Outlook, Word, Excel and Power Point
• Strong skills in using web‑based platforms
• Self‑starter and ability to work autonomously

Must be able to provide U.S. Work Authorization without current or future sponsorship.

Key Responsibilities include but are not limited to:

• Provide best in class service
• Point of contact for all inbound guest & member communication
• Provide support to DV departments
• Build and maintain lasting relationships with members and customers
• Accountable for own actions and results
• Database and Logistics Management
• Order Management: special requests, processing, follow‑up, fulfillment, exceptions, holds, and delivery
• Resolve return credit and compliance issues
• Assist with Member and Customer Data management
• Assist with Inventory Management
• Assist with Product Management
• Sales and Membership
• Membership setup, processing, and post‑processing activities.
• Credit card decline prevention and recovery campaigns.
• Attend wine club events.
• Promo setup and maintenance
• Team & Training
• Actively participate in Tasting Room Staff meetings.
• Update SOP document and communicate changes to relevant stakeholders
• Actively relay customer impressions and attitudes to team members.
• Contribute positively to team cohesiveness and culture.
• Make safety a priority and champion a safety culture with the team.
• Understand and add value to our achievement‑based culture.
• Other duties as needed

Distinguished Vineyards is an equal opportunity employer and encourages all to apply. All applications are kept confidential.

Job Details:

• Job Status:
  Salary, Non‑exempt
• Job Location:
  
  Healdsburg, CA, with occasional commute to St. Helena, CA
• Salary Range: $50,000‑$57,000 + 10% annual bonus + commission incentives