Client Experience Associate (Accounts, Orders & Reservations)

Vacaville, CA, USA|Onsite

Job Overview

Employment Type

Hourly

Full-time

Compensation

Type:

Hourly

Rate:

Range $16.00 - $23.00

Work Schedule

Standard Hours

Benefits

Medical insurance

Vision Insurance

Dental Insurance

401K Plan with match

Paid Time Off

wellness programs

Employee mentorship

Job Description

Wonderful Wines, the premium wine division of The Wonderful Company, represents three iconic and highly regarded wineries: JUSTIN Vineyards & Winery, Lewis Cellars, and Landmark Vineyards. This division is a pillar of innovation, entrepreneurial spirit, and an unwavering commitment to excellence in winemaking. Each winery within Wonderful Wines offers distinctive expressions of California's most celebrated winegrowing regions, including Paso Robles, Napa Valley, and Sonoma Coast. The portfolio is known for crafting extraordinary wines such as JUSTIN's acclaimed Bordeaux-style blends, Lewis Cellars' award-winning Cabernet Sauvignon, and Landmark's vibrant Sonoma Coast Chardonnay and Pinot Noir. These wines are celebrated both nationally and... Show More

Job Requirements

Minimum 2 years of experience in hospitality or customer-facing roles
proficiency with CRM and reservation management software
strong organizational and communication skills
ability to multitask and adapt in a fast-paced environment
professional demeanor representing a luxury brand
availability for on-site, full-time work in Napa, CA
ability to handle order processing, payment management, and event coordination
proactive problem-solving and customer service skills

Job Qualifications

Minimum 2 years of experience in hospitality, guest services, or customer-facing roles, preferably within the wine, luxury retail, or resort industries
experience or knowledge of the wine industry, trade/media visitation, or concierge services is a plus
proven track record in managing reservations, bookings, and event coordination with attention to detail and excellent organizational skills
experience with order processing, payment handling, and fulfillment coordination, including working with both consumer and corporate clients
proficiency with CRM and reservation management software (e.g., Salesforce, SevenRooms, Resy) or similar platforms
polished, professional demeanor suited to representing a luxury brand
strong problem-solving skills, operational insight, and the ability to drive cross-functional initiatives
strong interpersonal and communication skills, with the ability to engage professionally and empathetically with diverse guest and trade audiences
knowledge of wine industry operations, trade/media visitation, or concierge services is a plus
ability to multitask effectively in a fast-paced, dynamic environment and adapt to shifting priorities
comfortable attending and supporting in-person events as needed

Job Duties

Upholds 5-star service standards while providing end-to-end support to ensure efficient and seamless service delivery
manages order exceptions and resolves issues in collaboration with compliance and fulfillment teams, maintaining SOPs and communication tools while recommending process improvements
Resolves guest concerns and complaints using sound judgment and in partnership with management to identify the most effective solutions
promptly responds to phone calls, emails, and text messages with professionalism, proper verbiage, clarity, and a service-first approach
delivers intuitive and personalized service by offering tailored suggestions, thoughtful follow-up, and elevated sales recommendations
demonstrates thorough knowledge of experiences at JUSTIN Vineyards & Winery and sister properties, presenting options that best suit guests needs
accurately inputs and maintains guest information in operational systems to support a seamless experience
maximizes profit by upselling experiences while building lasting relationships with guests and Wine Society members
completes reservation processes for multiple outlets and events, confirming all pertinent details
supports the Customer Experience Manager by way of fielding calls and providing administrative support when necessary
maintains knowledge of local Napa Valley attractions, wine tours, tastings, and events, to enhance guest interactions
creates and manages customer accounts with accurate contact details, payment methods, and membership preferences
maintains up-to-date shipping profiles and delivery instructions to support seamless order fulfillment
proactively contacts customers to update account information, resolve issues, and facilitate club order transitions
processes one-time wine orders for various customer segments, including Members, Non-Members, Corporate/B2B clients, and internal employees
manages club member shipments by modifying product selections, adjusting shipping schedules, and personalizing delivery frequency
coordinates high-volume and specialized orders for corporate clients, virtual tastings, and employee gifting programs in collaboration with the Client Development team
represents the company at in-person events as needed

Job Qualifications

Experience

Mid Level (3-7 years)

Job Location

We didn't receive the exact location for this job posting,

please contact the employer.

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