WHO WE ARE:
Located in Dayton Oregon, we are in perpetual growth mode, selling multiple brands at multiple price points under the Stoller Wine Group umbrella. Our portfolio includes Stoller Family Estate, Chehalem, History, Chemistry, and Canned Oregon. Our estate vineyards are LIVE Certified (Low Input Viticulture and Enology), Salmon Safe, and B Corp certified. Additionally, Stoller Family Estate was the first LEED® Gold certified winery in the world. Our successful growth stems from a highly selective employment process that effectively matches individual and organizational values, coupled with an entrepreneurial environment that effectively matches individual and organizational values, coupled with an entrepreneurial environment that promotes creativity, constant improvement, and excellence in every aspect of our corporate lives.

WHO ARE YOU:
This position is responsible for providing an exceptional first impression to Stoller Wine Group by being responsible for managing inbound & outbound phone calls and emails, accurately assessing needs, and routing inquiries to the correct individuals or departments.

Essential Duties
1. Provides fanatical customer service and answers incoming phone calls to the campus
2. Ability to multi-task and answer incoming emails to multiple Stoller Family Estate, Chehalem, and Bend inboxes.
3. Exceeds sales goals, wine club signups, and creates call campaigns through WineDirect and is collaborative with the concierge team.
4. Books reservations and promotes our brand, wine products, and wine club – builds blueprints and events in TOCK.
5. Processes a variety of transactions on our POS system with little to no errors: Priced reservation experiences, shipping orders, pick up orders, gift card orders, etc.
6. Transfers calls to other departments, takes messages for coworkers, transcribes voicemails for follow-up or transfers to other coworkers, etc.
7. Supports the tasting room and events team as needed.

Regular Duties
•  Provide exceptional customer service via phone and email, addressing inquiries, providing information, and directing calls to appropriate departments.

•  Manage customer accounts, ensuring accurate information and promptly updating details such as addresses, contact information, credit cards, club memberships, and order details.
Track customer order shipments using online tools and proactively communicate status updates to customers.

•  Execute outbound sales campaigns to existing members

•  Process wine orders accurately and efficiently, ensuring seamless transaction completion.

•  Collaborate with the Shipping and Warehouse department to facilitate order fulfillment and address any related inquiries.

•  Manage tasting room reservations through our booking system (Tock), including processing deposits for large groups and communicating reservation policies.

•  Prepare materials for the Hospitality team to ensure smooth daily operations.

•  Process and manage various order types (shipping, in-house, and pick-up) for different departments.

•  Participate in call campaigns to achieve company objectives.

•  Promote event spaces and packages, providing detailed information to potential clients.

•  Manage event inquiries, check calendar availability, and connect potential clients with the Events Coordinator.

•  Create Banquet Event Orders (BEOs) using TripleSeat software for Gastronomic Experiences

•  Stay informed about upcoming events and effectively promote and sell event tickets.

•  Retain and grow the wine club membership base by addressing concerns, promoting benefits, and processing new member sign-ups and upgrades.

•  Maintain a strong understanding of different wine club tiers and effectively communicate their value to customers.

•  Ensure accuracy of wine club membership information and audit new sign-up forms.

•  Perform database maintenance and administrative tasks to support efficient operations.

•  Develop and maintain proficiency in our POS system (WineDirect).

•  Coordinate with IT and facilities departments to address maintenance needs and ensure a functional work environment.

•  Maintain consistent and punctual attendance.

•  Contribute positively to a collaborative team environment.

•  Be receptive to feedback and direction from the manager.

•  Perform other duties as assigned.

Education & Experience
High School Diploma or GED; Two to three years of experience working in a hotel/hospitality environment preferred.

Certificates, Licenses and/or Registrations
•  Licenses: Valid, current OLCC license. Valid, current Oregon Food Handler’s card.
•  A valid driver’s license, acceptable driving record, and automobile liability coverage or access to an insured vehicle.

Travel Requirement
This position requires minimal travel across the county between guest homes, etc.

Language Skills
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Computer Skills
Has advanced basic computer job skills including logging on to systems, ability to communicate by email, ability to compose documents, enter database information, create presentations, download forms, and preserve/backup important data.

Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.