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Customer Service Associate

Peju Winery

Rutherford, CA

Job Description:

At PEJU, we strive to be the highlight of every guest’s visit to the Napa Valley and our Customer Service Team plays an integral part in ensuring we are. The Customer Service Associate is enthusiastic and knowledgeable about our wine and committed to providing exceptional customer service. Our Customer Service Associates are friendly, enthusiastic, and knowledgeable about our tasting experiences and wine club. The Customer Service Associate is the first point of contact for our guests, helping with inbound reservations, customer service, and wine club assistance.

The Customer Service Associate will possess a positive and professional attitude with strong customer service experience. This position will report to the Director of Membership and Sales Operations and work closely with the Hospitality team. Other duties as assigned.

ESSENTIAL FUNCTIONS:

Customer Service & Wine Club:

•  Provide superior customer service via phone, email, and text with professional written/verbal skills
•  Address guest concerns with the ability to quickly resolve and maintain relationships
•  Ability to clearly communicate information on PEJU winery products, services, history, and events
•  Record customer service issues in the company Guest Service Log
•  Navigate FedEx and UPS customer service tools to assist guests with coordinating deliveries
•  Process wine club orders, cancellations, and hold/skip requests
•  Assist club members with wine needs
•  Understand structure, policies, and procedures with a focus on member relationship
•  Contact Wine Club Members with declined/expired credit updated payment

Reservations:

•  Assist guests in scheduling reservations for tasting room experiences and events, capturing customer data
•  Ability to present knowledge of the portfolio of PEJU tastings, experiences and events
•  Work closely with the Hospitality team to ensure reservation and experience needs are set up for success
•  Provide thorough reservation notes for hosts, including will-call orders to pick up
•  Utilize Microsoft Teams to communicate with the front-of-house team daily

Job Requirements / Qualifications:

•  High School diploma, additional education preferred
•  Concierge/ Reservations or customer service experience
•  Commerce 7 experience or similar POS software
•  Ability to learn new systems and procedures
•  Ability to multitask and prioritize
•  Excellent organizational skills
•  Proven ability to work collaboratively in a team setting
•  Strong interpersonal and communication skills. A calm and thoughtful approach when conversing with guests
•  Ability to build and maintain positive working relationships with colleagues
•  Problem-solving mindset with a focus on achieving collective success
•  Excellent written and verbal communication skills
•  Ability to build and enhance internal and external customer relationships
•  Proficiency in basic computer skills including but not limited to Microsoft Office Suite
•  Ability to sit for long periods
•  Ability to accurately record data
•  Regular and predictable attendance and punctuality

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Additional Information:

Job Posted:
Friday, June 21st
Type of Work:
Full Time
Job Level:
Associate
Compensation:
$‌24.OO ‍−‌ $2‌8‍.OO