Job description

Guest Services Associate – MacRostie Winery

We have an exciting opportunity for a Guest Services Associate to join the MacRostie Winery hospitality team! Reporting to the Assistant Guest Services Manager, this role is responsible for providing best-in-class service and follow through to all customers and members with minimal supervision. This person will actively use critical thinking skills and listening to provide personalized customer service and suggest customized wine selections based on preference to drive sales and membership signups and upgrades. In addition, this position will support all customer touch points including complex administrative coordination with shipping, inventory, logistics, and customer-facing plus backend systems to ensure that customer needs are met or exceeded in a timely fashion while delivering complete support that drives customer satisfaction. This role will also manage POS/Admin training and offer onsite support to the tasting room sales team. The work schedule requires working weekends with a work schedule Thur. – Mon. or Fri – Tue., requesting working onsite with remote flexibility after probationary period. This is a FT salaried, non-exempt (eligible for overtime) position that is eligible for our outstanding benefits package.

Key responsibilities include but are not limited to:

• Serve as first point of contact for all inbound guest & member communications
• Manage and monitor reservation requests, highlighting members and VIPs
• Provide onsite support to Tasting Room staff
• Build and maintain lasting relationships with members and customers
• Shipping, Logistics, and Fulfillment for order management: special requests, processing, follow-up, fulfillment, exceptions, holds, and delivery
• Resolve return credit and compliance issues
• New member data entry and follow-up
• Inventory support and data entry
• Assist with membership setup, processing, and post-processing activities
• Assist with credit card decline prevention and recovery campaigns
• Attend all wine club events
• Actively participate in Tasting Room Staff meetings
• Actively relay customer impressions and attitudes to team members\
• Contribute positively to team cohesiveness and culture
• Make safety a priority and champion a safety culture with the team
• Understand and add value to our achievement-based culture

Minimum Qualifications:

• Must have minimum 2 years’ customer service or wine club experience specializing in project and product management
• Must have experience using DTC wine software experience (WineDirect preferred) or similar CRM system
• Must have strong technical computer skills being proficient in MS Suite and web-based platforms
• Must have strong verbal and written communication skills and attention to detail
• Must have experience with third party shipping software (FedEx, UPS)
• Wine industry experience including wine club processing preferred and wine knowledge preferred
• College degree preferred, but not required.

Must be able to provide proof of U.S. Work Authorization without future sponsorship.

By joining the MacRostie team, you will be joining a team of diverse individuals, all passionate about our wines, our employees, and our business and what they do! We aim to provide a fun and inclusive culture where everyone can be the best they can be and have a great time doing it! When applying for this opportunity please provide a complete resume and cover letter. MacRostie is an equal opportunity employer and encourages all to apply.

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Healdsburg, CA 95448: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 2 years (Required)

Work Location: Hybrid remote in Healdsburg, CA 95448

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