Wine Club & Membership Specialist - Hybrid; Mon​/Fri Remote

Wine Club Representative job at Foley Family Wines & Spirits. Santa Rosa, CA. Established by Bill Foley in 1996, Foley Family Wines & Spirits (FFWS) is a portfolio of highly acclaimed wines and spirits from some of the world’s greatest estates. The company owns more than 25 wineries and distilleries, each with its distinct style, legacy, and approach to hospitality.
Job Summary The Wine Club & Membership Representative will be responsible for providing best in class customer service to wine club members, new guests and beyond. This position reports directly to the Manager, Wine Club & Membership. This individual brings a solution focused attitude and will go above and beyond to ensure the customer is leaving a phone, email communication or interaction feeling integrated and appreciated for being a part of the Foley family portfolio.

The individual possesses a wealth of in-depth knowledge related to customer service, best practices surrounding wine club programs, and organizational excellence. The individual has an exceptional ability to think creatively and understand that the customer is the core of our business model. This individual can listen, speak confidently and problem solve the guests needs in the moment. This individual works as a team player across the portfolio to assist in the successful execution of all communication initiatives related to the wine club membership.

** Schedule is Monday through Friday, with the option to WFH on Mondays and Fridays*
* Essential Duties And Responsibilities

• Provides best in class customer service which is relayed through emails, in-person interactions and phone calls
• Expert level knowledge of all individual clubs is required
• Ownership over batching success rates and proactively fix errors on orders and begin decline credit card campaigns
• Ability to activate on all wine club operations, including but not limited too; building email communications, pulling customer lists, building templates, billing batches and other duties as assigned
• Ensures the success of Chatterbox employees by responding to inquiries and executing on systems as needed
• Execute on Ecommerce promotions and successfully support increased call volumes during campaigns
• Create SOP’s and train team members on new processes as needed
• Maintain, build and improve wine club communications calendar in  for digital initiatives and collateral/POS initiative as set forth by the management team
• Coordinate the timely delivery of wine club collateral via various channels to ensure deadlines are met
• Learning and proficiency in Service Cloud CRM is a necessary component for success
• Understand and participate in the CSR queuing and ticketing system
• Special events and HC support are required on an as needed basis to support the functions of the wine club
• Supports Wine Club & Membership Leadership and Teams as related to wine club programs

• Must be at least 21 years of age
• Must have excellent organizational skills to manage priorities and workflow, and the ability to follow through on projects with minimal supervision
• Must have a commitment to excellence and high standards for hospitality and customer service
• Must possess reliable transportation to travel regionally, as needed
• Must possess a current driver’s license, maintain current auto insurance coverage, and a clean driving record
• Must have a professional appearance and demeanor
• When necessary, must be able to work a flexible schedule including evenings, weekends, and holidays

• 1-2 years of membership services experience, or equivalent, is preferred
• Salesforce Marketing Cloud experience is preferred

• Teamwork – Be Each Other’s Partners in Wine
• Commitment – Crush Every Day Like It’s Harvest
• Quality – Good vs. Grape:
  It’s All in The Details
• Integrity – It Takes a Vineyard
• Safety – Tend the Vines
• Entrepreneurship – Love the Wine You’re With
• Fun! - Smile! You Have Purple Teeth!