Guest Services Associate Job Healdsburg area,California USA,Customer Service/HelpDesk

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 signups 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 tasting room sales team.

This role is based in Healdsburg, CA, and will also need to commute to our St. Helena winery location occasionally. This is a salary, non-exempt (qualifies for overtime) position, working Tuesday
- Saturday and the incumbent qualifies for our outstanding health care benefits, PTO, 401k plan, wine allowance and more!

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 verbal 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

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

Formed in 2008, Distinguished Vineyards represents a collection of iconic wineries from some of the world's most prestigious wine regions. Recognized as benchmarks for their regions, our domestic portfolio includes the highly acclaimed Argyle Winery in Oregon's Willamette Valley, Mac Rostie Winery and Vineyards in Sonoma, and Markham Vineyards in Napa Valley. Our core purpose is to enrich our world by championing sociability and helping people to live well.

Ever evolving, while remaining true to our roots,…