Ensures world-class customer service is provided in all facets of omnichannel communications (to include telephone, email, live chat, text, in person) with all members and customers
Displays concierge-level service style when interacting with members, customers, vendors, and colleagues
Actively recruits members to join wine clubs for all three brands
Actively sells wine to existing members and customers
Works with Manager, DTC Experience to resolve logistics issues including deliverability, compliance, returns, and damages
Works with Manager, DTC Experience to manage seasonal club charges, decline capture, and new member inclusion and recruitment
Engages with external departments and vendors as needed in support of Wine Society eCommerce and Club requirements
Proactively supports Manager, DTC Experience in all daily ecommerce and club order systems, shipping, and customer service tasks and goals
Works with Manager, DTC Experience to manage customer tags, to include employee and special pricing qualifications
Maintains accurate record-keeping and CRM database information
Participates in on-property events and executes off-site events, as needed
Accommodate a varying schedule throughout the year as determined by the ebb and flow of traffic to our different business units
Must be willing to work rotational schedule, including weekends, as needed