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Wine Club & Reservation Coordinator

Sequoia Grove Vineyards

Napa, CA

Job Description:

JOB TITLE: Wine Club & Reservation Coordinator
DEPARTMENT: WC & Hospitality
REPORTS TO: Wine Club Manager
CLASSIFICATION: Hourly, Non-exempt
Born from our founder’s deep connection to the exploration of wines through his travels around the world, along with the undeniable draw of the inspirational spirit of Napa Valley, Sequoia Grove Winery is deeply rooted in community, place, and history. Our legacy and vision are built upon a community of passionate individuals who dedicate themselves to crafting wines that not only narrate the essence of the place but are also aimed at enriching the lives of those we share them with.
POSITION SUMMARY
This full-time position is responsible for providing exceptional, authentic customer service through phone, text, email, and website chat. This is a great opportunity for someone who enjoys interacting with guests and members and is looking for an office role. The Wine Club & Reservation Coordinator responds to inquiries related to visitation, wine purchases and promotions, shipping, and Wine Club membership. This position is also responsible for coordinating trade visits. The ideal candidate is detail-oriented, organized, and has a friendly and professional demeanor. The schedule for this position is Tuesday through Saturday.
ESSENTIAL FUNCTIONS
•  Foster a positive brand image by providing high-level guest communications.
•  Provide exceptional customer service through phone and written communication, handling inbound/outbound telephone calls, texting, and email.
•  Maximize wine purchases and upsell guest experiences
•  Be the hospitality phone point person.
•  Respond to email in a timely and accurate manner.
•  Monitor live chat program and respond to inquiries.
•  Assist with occasional events, including day and evening events as scheduled.
•  Acquire and maintain knowledge of Sequoia Grove history, experiences, and wines.
RESERVATION SPECIFIC FUNCTIONS
•  Conduct inbound and outbound phone calls, voicemails, emails, and texts from consumers, members, and trade guests, responding quickly and answering questions knowledgeably.
•  Book appointments for winery experiences in reservation system.
•  Confirm reservation details by phone or text, including collecting advance payment information.
•  Record guest contact information, dietary restrictions, and special occasions for appointments.
•  Build rapport with guests and listen to their wants and needs, asking open ended questions, and propose the appropriate experience for them, upselling experiences.
•  Review benefits of our wine clubs with all eligible customers; promote enrollment.
•  Coordinate trade, consumer, and Wine Club visits.
•  Communicate any reservation changes to Tasting Room and Wine & Food Teams
•  Maintain calendar of trade (Kobrand) requests, communicating with requested principals
WINE CLUB & DIRECT TO CONSUMER SPECIFIC FUNCTIONS
•  Keep customer database up-to-date, including new customer and membership entry, account updates, membership cancellations, and will-call pickups.
•  Provide exceptional, personalized customer service for the Wine Club and E-commerce departments during high volume periods;
•  Maximize wine sales, club shipment add-on purchases, and sales during various promotional campaigns through the year
•  Support quarterly Wine Club shipments, including customizing orders for members, updating account information, handling special requests, and following up on declined transactions.
•  Professionally answer calls, emails, and texts related to wine sales and complete purchase entry and billing, upselling at every opportunity.
•  Resolve issues with wine shipping and returns. Redirect packages as needed.
•  Pack will-call orders and shipping orders occasionally, as needed.
•  Attend and support occasional Wine Club events as requested.
•  Handle time-sensitive Wine Club and consumer questions on Saturdays when other WC team members are out of office.
•  Write & mail letters and postcards for new members, special occasions, and ‘thank you’ notes
EDUCATION/EXPERIENCE/SKILLS
•  Minimum of High School diploma; Bachelor’s in Business, Communications, or similar a plus.
•  Excellent verbal, written, and interpersonal communication skills.
•  Proficiency in Microsoft Word, Excel, and Outlook preferred; prior experience with database management systems, POS, reservations, and E-commerce systems; Web-savvy.
•  Ideally have 2 years sales and customer service experience, preferably in the wine industry.
•  Demonstrated sales results
•  Detail-oriented and organized, with experience in accurate data entry.
•  Working knowledge of Napa Valley wineries, appellations, winemaking, etc., preferred.
•  Ability to work independently and see projects to resolution with minimal supervision.
•  Ability to anticipate customer needs and respond appropriately.
•  Ability to work weekends.
EXPECTATIONS
•  Given the nature of customer service, this role must be committed to working this very critical weekend shift consistently with a high level of professionalism.
•  Sequoia Grove operates as a team. This position must be willing to do what is necessary to delight customers and generate sales.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee will be required to possess ambulatory skills sufficient to stand and walk for extended periods of time. Must also be able to lift and carry up to 50 lbs.
SEQUOIA GROVE WINERY IS AN EQUAL OPPORTUNITY EMPLOYER, COMMITTED TO A DIVERSE AND INCLUSIVE WORK ENVIRONMENT. (EOE M/V/F/D)

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Additional Information:

Job Posted:
Friday, June 7th
Type of Work:
Full Time
Job Level:
Associate
Compensation:
$‌25.OO ‍−‌ $2‌8‍.OO DOE, plus benefits