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JUSTIN Vineyards & Winery · 1 day ago

Customer Experience Associate (DTC & Reservations)

Napa, CA

Full-time

Onsite

Entry Level

$19/hr - $22/hr

2+ years exp

JUSTIN Vineyards & Winery is part of The Wonderful Company, known for crafting extraordinary wines and unforgettable experiences. They are seeking a Customer Experience Associate to manage guest communications, reservations, and enhance the overall guest experience while driving sales and reservation conversions.

Food and BeverageWine And Spirits

Responsibilities

Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery

Promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach

Delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations

Completes reservation processes for multiple outlets and events, confirming all pertinent details

Proactively contacts customers to update account information (e.g., expired payment methods), resolve issues (e.g., back orders), and facilitate club order transitions

Processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees

Manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency

Coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team

Supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary

Collaborate cross-functionally with compliance, fulfillment, and client development teams to ensure smooth operations and seamless guest experiences

Demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests' needs

Maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members

Represents the company at in-person events as needed

Maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions

Qualification

CRM proficiencyReservation managementEvent coordinationWine industry knowledgeOrder processingService mindsetCommunicationOrganizational skillsAdaptability

Required

Minimum 2 years of experience in hospitality, guest services, or customer-facing roles, preferably within the wine, luxury retail, or resort industries

Must have flexible availability and the ability to work weekends to support guest and business demands

Proven track record in managing reservations, bookings, and event coordination with attention to detail and excellent organizational skills

Experience with order processing, payment handling, and fulfillment coordination, including working with both consumer and corporate clients

Proficient in CRM and reservation platforms (Tock, Commerce 7, RedChirp) or similar platforms and Microsoft Office (Outlook, Teams)

Passionate about delivering five-star service and creating memorable guest experiences

Excellent written and verbal communication skills, with a confident and professional demeanor suited to represent luxury brands

Strong organizational skills and ability to multitask and adapt quickly in a fast-paced environment

Comfortable attending and supporting in-person events as needed

Preferred

Experience or knowledge of the wine industry, trade/media visitation, or concierge services is a plus

Benefits

Access to top-notch medical coverage comprehensive vision and dental plans, and a 401k with match eligibility to secure your financial future

24/7 online physician consultations

Virtual mental health resources

Life coaching

Engaging employee community groups

Cash rewards for healthy habits and fitness reimbursements

Library of on-demand fitness videos

Career Advancement Opportunities: Unlock your potential with clear paths for career progression and internal mobility across our diverse family of brands and business units.

Focused Learning and Development: Grow as a leader with our dedicated Learning and Organizational Development department, offering extensive resources like People Manager and leadership training, webinars, and eLearning courses.

Empowering Mentorship Program: Connect with colleagues through our company-wide mentorship program to share goals, overcome challenges, and drive your career forward.

Continuous Improvement Training: Participate in training that empowers all employees to learn and implement concepts that drive significant, positive change in the workplace.

Building a Healthy Society: To date, our co-Founders Lynda and Stewart Resnick, through their foundations and The Wonderful Company, have invested more than $2.5 billion in education, health and wellness, community development, and sustainability initiatives across California’s Central Valley, Fiji, and the world.

Giving Back to the Community: Make a difference with Wonderful Giving, allowing you to allocate company-provided funds to up to three charities of your choice, and join Wonderful Neighbor to contribute to group service projects within our local communities.