Job Details

POSITION SUMMARY:

Are you positive, problem solver who enjoys helping people?

We are seeking a Guest Service Super Star to join our tight-knit Guest Service team! Ideal candidates are high energy, positive, team players that genuinely enjoy helping others and who are seeking a work environment that is collaborative, exciting, and nurtures creating the best possible wine experiences via phone, chat, and email.

This position is Tuesday through Saturday, based remotely with periodic meetings held on site and weekend scheduling flexibility during wine club runs and holidays.

What we need from you:

• Confidently assist guest order processing, campaigns, general inquiries, and fulfillment questions, and providing timely and professional customer communication via phone, email and text.
• Answer high-volume phone calls with ability to assist or route to appropriate receiver.
• Become familiar and personalize experience with guests utilizing a combination of system technology and customer history and build complete and accurate customer records.
• Communicate and interact directly with wine club members across all brands.
• Support Crimson Wine Group's wine estates with remote guest support, including reservation requests, rescheduling, and cancelations.
• Become proficient in wine club schedules, shipments, and adjustments
• Understand our fulfillment process and routes to ensure accurate and proactive communication regarding orders to our guests
• Become familiar with and able to converse about all brands, brand positioning, and products.

• Be part of a valued and supported team in an organization who cares about its customers, community, and the importance of exceptional customer service.
• Work with a fun and collaborative group that is communicative and positive.
• Never a dull day- constant innovation and opportunity for development and professional growth.
• Opportunities for wine education and DTC operations and sales skill-building.
• Six incredible wine labels to represent, sample, and share.
• Understanding of a work life balance.
• Robust benefits package - paid holidays, vacation, paid parental leave, annual bonus opportunity, health benefits, 401k with match, discounts on wine and retail.
• Strong commitment to health & safety.
• This position is remote with periodic meetings held on site.

• Intermediate to advanced proficiency in Microsoft Windows (Word, Outlook, PowerPoint and Excel) is required.
• Strong written and verbal communication skills in business English.
• Knowledge of wine and prior experience in tasting room/wine club environment.
• Understanding of web environments, ecommerce, email marketing and the other communication methods our target consumers utilize.
• Working knowledge of ecommerce cart management and customer management systems (CMS). Commerce 7, Wine Shipping plus working knowledge of TOCK a plus.
• Ability to interact comfortably and eloquently with the public via phone, email and other methods in an efficient, positive and brand-appropriate manner.
• Strong organizational, problem-solving, and analytical skills demonstrated by the ability to make timely and sound decisions.
• Skill to manage multiple projects and sales initiatives over various platforms.
• Versatility, flexibility, and a willingness to work within regularly changing priorities with enthusiasm.
• Ability and commitment to uphold the highest standard of customer service excellence, with genuine positivity.
• Collaboration with fellow team members to problem-solve, support, and share ideas.