Guest Services Associate

Guest Services Associate

We have an exciting opportunity for a Guest Services Associate to join the MacRostie Winery Hospitality team! Reporting to the Assistant Wine Club & Guest Services Manager, this role is responsible for providing best in class service and follow through to all customers and wine club members with minimal supervision. This role uses critical thinking skills and active 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 willsupport all customer touch points including complex administrative coordination with shipping, inventory, logistics, and customer-facing plus backend systems. They will ensure that customer needs are met or exceeded in a timely fashion while delivering complete support that drives customer satisfaction. This role will also offer leadership and support to the Guest Services Associate and lead POS/Admin trainings for tasting room sales team. This role is based in Healdsburg, CA, and will also need to commute to our St. Helena winery location occasionally. This is a salary, non-exempt (qualifies for overtime) position, working Tuesday - Saturday and the incumbent qualifies for our outstanding health care benefits, PTO, 401k plan, wine allowance and more!

Minimum Qualifications:

• 2+ years of customer service or wine club experience
• Experience in wine club processing (preferred)
• Experience in the wine industry and/or wine knowledge (preferred)
• Experience with direct-to-consumer wine software (preferably Commerce 7 or Wine Direct)
• Experience with third party shipping software (FedEx, UPS)
• High school graduate, College degree (preferred)
• Direct to consumer wine shipping regulations.
• Hospitality principles and mechanics of direct sales channels (e-commerce, tasting room and wine club)
• Strong understanding of consumer experiences and the impact in long-term relationship building
• Understanding of wine club structure and details.
• Best in class customer relationship management
• Possesses strong verbal and written communication skills, along with critical thinking and problem-solving
• Has strong natural sales acumen as well as accurate and efficient data entry skills and extreme attention to details and organization and prioritization abilities
• Multi-tasking abilities
• Proficient in Outlook, Word, Excel and PowerPoint
• Strong skills in using web-based platforms
• Self-starter and ability to work autonomously

Key Responsibilities Include But Are Not Limited To:

• Provide best in class service
• Point of contact for all inbound guest & member communication
• Provide support to DV departments
• Build and maintain lasting relationships with members and customers
• Accountable for own actions and results
• Database and Logistics Management
• Order Management: special requests, processing, follow-up, fulfillment, exceptions, holds, and delivery
• Resolve return credit and compliance issues
• Assist with Member and Customer Data management
• Assist with Inventory Management
• Assist with Product Management
• Sales and Membership
• Membership setup, processing, and post-processing activities.
• Credit card decline prevention and recovery campaigns.
• Attend wine club events.
• Promo setup and maintenance
• Team & Training
• Actively participate in Tasting Room Staff meetings.
• Update SOP document and communicate changes to relevant stakeholders
• 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.
• Other duties as needed

Formed in 2008, Distinguished Vineyards represents a collection of iconic wineries from some of the world's most prestigious wine regions. Recognized as benchmarks for their regions, our domestic portfolio includes the highly acclaimed Argyle Winery in Oregon's Willamette Valley, MacRostie Winery and Vineyards in Sonoma, and Markham Vineyards in Napa Valley. Our core purpose is to enrich our world by championing sociability and helping people to live well. Ever evolving, while remaining true to our roots, Distinguished Vineyards offers an unparalleled work environment with opportunities for professional and personal growth that include:

• Our Culture - We live by our leadership principles of doing the right thing, for the long term, being first with consumers to win customers, thinking beyond, innovate, and adapt, deciding fast and making it happen, and welcoming differences and standing for fairness.

• Our Benefits - We have an amazing benefits package that includes 401K with matching, medical/dental/vision plan, PTO, community/employee engagement including wellness program, wine stipend, paid volunteering, and more!

• Our Community - We at DVWP believe in giving back and being accountable when it comes to social responsibility. That is why we have committed to our employees and their families and partner with community organizations to continue to uphold these values.

By joining MacRostie Winery, you will be joining a team of diverse individuals, all passionate about 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 complete an application and provide a complete resume. Distinguished Vineyards and it's wine partnerships (MacRostie Winery, Markham Vineyards, and Argyle Winery) are an equal opportunity employer and encourages all to apply. All applications are kept confidential.